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Memo Type - Reporting Issues
Sometimes, the information you need to present to a client will not be positive. Keeping a positive flow of communication with your clients requires you to change the approach to your information, while remaining truthful. In the example below, you will see how a negative situation can be reported in a more positive manner, by focusing on solutions and ways to overcome problems. -------------------- 1234 My Street
Company City, State, 12345 March 9, 2008 John Contact
The Client Bank, Inc.
5678 Their Street
Commerce Town, State, 67890 Dear Mr. Contact, My company is pleased you have chosen us to perform your network upgrade. Priding ourselves on delivering quality service and top-notch technology, it is our goal to bring this project for you, our client, into fruition. However, a problem has risen which poses an interruption to this project. News has come from the supplier that provides us with major equipment, which we then use to perform upgrades, new installations and maintain current installations. Our supplier discontinued equipment that is vital to the continuation of this project. This means that we must find a new supplier for these parts, or research alternatives. Both of these options are going to require time. We would like to schedule a meeting to discuss what steps to take from this point. We would like to come to a decision that meets your approval and satisfaction. Here are our options, briefly put: *** The first option is for us to find a new supplier that can meet our needs for equipment. Provided we find a supplier who carries equipment of a satisfactory quality, the wait to receive products is all that will detain this project. We will research this option in full prior to the meeting. *** The second option is to research technological alternatives to the now discontinued equipment. Please contact our offices as soon as possible. We value you as a customer and are eager to hear your ideas on this. I am available any time between the hours of 8:30 a.m. Eastern daylight time to 5:30 p.m. Eastern daylight time. My direct telephone number is (704)777-5445. I look forward to speaking with you, and hope we find a reasonable and speedy solution to this issue. Sincerely, Project Lead
Some IT Firm, LLC.
---------------------- As you can see, this type of memo handles a possibly negative situation and gives fully positive feedback, methods of solving the problem, and arranges for a face to face meeting to discuss further the issues as they are presented. |
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