Companies write and receive requests and inquiries daily concerning products, services, personnel, and operations. Responses to these routine inquiries and requests are excellent opportunities for firms to promote sales and goodwill.  Such letters should be answered promptly and graciously, as an inept response can generate more negative feelings than no response at all.


When inquiring about a firm’s products or services, Chicago German translation workers instruct their clients to be clear, specific, and brief. Vague, general questions will elicit vague, general answers. If you have a number of questions, list them rather than embedding them in paragraphs. Lists can help your readers organize their answers, thereby increasing your chances of getting all the information you want.

Responding to Inquiries

To promote goodwill and sales, your response to letters about products and services should be prompt and cordial. Often, Denver Translation workers find that companies successfully use form letters to answer general inquiries. In some cases a form letter, or, for that matter, a personal letter that doesn’t answer all the prospective customer’s questions, does little to retain goodwill. If customers can’t get specific answers, they will turn elsewhere for both the answers and the product.

Most inquiries concern products and services. Companies also receive a variety of requests or inquiries from students working on course projects, researchers and educators studying business practices, organizations seeking information, and people seeking answers to particular problems.

Insightful companies answer all reasonable inquiries promptly, since at the least, they know they are enhancing their images and promoting goodwill – while helping someone.

Composing Goodwill Messages

Professional communication is not all business. To a large degree, it’s a chance to create new friendships and associations. Through professional communication, many Houston Translation workers believe that it’s possible to improve your bonds with clients and other professionals by writing warm, unanticipated messages with no particular business objective. Some situations could communicate best wishes, appreciation, condolences, and introductions. Goodwill communications similar to these have a favorable impact on revenue since men and women want to work with others who are friendly, personal, and not solely interested in business.

A proven approach to be seen as genuine is to stay away from making overstatements. How do you perceive the audience would react to these two statements?

I was excited to find out about your most recent promotion.
Great job on your appointment to lead supervisor.

As experts providing Spanish translation in Denver suggest, almost certainly, the recipient of the message probably would not believe that someone (apart from a family member or friend) could be “excited.” However the intended reader might believe the author’s uncomplicated congratulations concerning a job appointment. To show your honesty, support any kind comments with particular details.

As an alternative to writing this
Simple phrases are unable to communicate my gratitude for the fantastic work you did. Many thanks. Nobody could quite possibly have completed it more successfully. You are incredible! You made the entire company listen and pay attention, and we are delighted to have you on our team.

We appreciate you taking control of the discussion while I was away. You handled the role with maturity and professionalism. In less than 90-minutes notice, you were able to bring the finance and marketing teams together in order to forge unity in our discussions. Your determination and your communication talents have been noted and are genuinely valued.

A German translator in New York City suggest that readers observe the distinction in the terms employed in these examples. The reader would most likely sense that the more controlled compliment was considerably more genuine. Likewise, while offering assistance in a goodwill message is okay, you should only promise what you are truly able to supply. Steer clear of leaving even a hint of an offer of assistance where none is meant.

Essential Information

The center is usually the lengthiest part of a standard, good-news, or goodwill message. Your purpose for corresponding is typically conveyed in one or two sentences, but one Spanish Translator in Dallas frequently suggests that  you will definitely require some additional room to express your message entirely to ensure that the readers will not be confused or filled with uncertainty. The job of supplying required information is least difficult when you are answering a string of inquiries. You can easily respond to them in an orderly sequence.

Along with supplying specifics in the midsection, new Chicago translation services workers need to preserve the accommodating style demonstrated at the start. This style is simple to follow when your correspondence is strictly good news. To illustrate, think about the following message:

As you will recall us mentioning, your primary duties as our office accountant is going to be overseeing our accounts receivable system. For this job, our company is pleased to offer you $7,000 monthly with full benefits and profit sharing. As a new employee, you instantly become qualified for our 501K and pension plans in addition to discounted annual dues at Lifetime Fitness. Realizing that you enjoy playing racquetball, I invite you to sign up right away for our Office Tournament, which starts in July.

Anytime a general communication piece needs to express somewhat discouraging details, Portland Translation Services professionals should convert the unfavorable response into as positive a framework as conceivable. Please review the following the following illustration:

Rather Than This:

No, we have stopped selling the Fashiongirl collection of sweatshirts.

Use Something Like This:

The Fashiongirl Triathlon collection has succeeded the sweatshirt line that you inquired about. The benefits of the Triathlon line consist of a more expansive selection of designs, colors and sizes.

A candidly unfavorable response needs to be exchanged with a good description that stresses how the readers can take advantage from the change. Use caution, however. You can easily employ unfavorable details in this sort of communication if you’re certain the target reader will react favorably to your communication. If not, make use of the indirect method, which will be described later.

Recommendations For Translating Letters That Refuse Adjustments

Many international companies, particularly those that you deal with on a regular basis grant reasonable requests, since favorable adjustments help their reputations.  However, in cases where the customer has misused the product or is mistaken about company procedures or services, you must write a carefully crafted refusal letter.

A refusal letter calls for delicate balance.  Most English to Chinese Translation workers suggest that on one hand, you must clearly explain why you cannot grant the adjustment.  On the other hand, these translators suggest that you must say diplomatically that the reader is mistaken.  To maintain this balance, workers at The Marketing Analysts Translation encourage their clients to: (1) keep the tone friendly, (2) use the passive voice to avoid accusations (“The wrong bolts were used” instead of “You used the wrong bolts.”), and (3) subordinate negative details so that the reader isn’t offended.

At times we are tempted to write such replies.  They’re easier and more fun than a carefully constructed refusal; they’re good for venturing the writer’s frustrations, but they’re awful for goodwill.  If ever you lose patience and write such a reply, put it aside for a day or two.  When you return, your desire to retain goodwill probably will lead to a major rewrite.

Clients are sometimes mistaken about policy or contract terms.  In these situations, explanations are important, since you want to retain goodwill, confidence and business.  Because you are giving bad news, use the indirect plan.

Breaking Bad News To Your International Trading Partners

When your message containing disappointing news such as adjustment or credit refusals is to be targeted to a foreign, non-English speaking client contains, begin directly.  The Marketing Analysts Translation Company suggests that you explain why you are refusing the request before you say “no.”  The direct plan is too abrupt for bad news, because readers are annoyed when denied something they believe is rightfully theirs.  A refusal before an explanation leaves readers in no mood to read further.  By explaining the refusal first, you stand a better chance of showing that your decision is reasonable.  If you succeed, you usually retain their goodwill—and their business.

Using The Direct Plan

Use the following organization for bad news:

  1. Begin with a buffer, a neutral statement your reader finds agreeable.
  2. Present your explanation to show that your decision is based on careful analysis.
  3. State your refusal as the logical conclusion for analysis
  4. Close on a positive note, expressing your desire for a continued relationship.

According to the Portuguese Translation Houston Company, by following the indirect plan and keeping the reader’s concern’s central, the revised direct plan is more likely to retain customer goodwill.  Instead of relying on an abstract “company policy,” the revision provides concrete reasoning for the refusal and offers a compromise.  Let’s look more closely at the four parts of a bad-news message and study the options for presenting disappointing news.

Buffer Opening

Base your buffer opening on statements in the letter you receive.  Most Birth Certificate Translation companies recommend that you find some point in the letter you can agree with, and begin there.  Having established this initial agreement, you explain why you can’t release the information.  In short, your buffer should not mislead.  It should introduce your topic, make your reader more receptive to the subsequent explanation and lead into the body of your text.


Explanations should show that you’ve analyzed the problem.  A group of Chicago German Translation workers recommend that business people begin their explanation with relevant details to show your knowledge of the situation and concern for the reader.  Avoid vague terms such as company policy and equal treatment.  Many customers are frustrated by the lazy clerk who parrots, “It’s company policy,” rather than trying to resolve the problem. If the policy is sound, as it should be, briefly explain it.

In the following letter, note how the explanation follows naturally from the buffer.  The writer explains why the problem occurs, implicitly refuses the requested refund and finally offers a solution.  While not the one requested, the solution shows that the writer has made a sincere effort to help.


A tacit or implied refusal is an excellent way to avoid the following overly negative statements: “Therefore, we must refuse a refund,” the writer explains and offers a solution.  The refusal is the logical outcome of the explanation and the solution.  In turn, lessens the refusal’s impact.

A tacit or implied refusal is an excellent way to avoid the following overly negative statements: we must deny, we cannot grant, or I must refuse.  The tacit refusal also must be unambiguous; otherwise, your response could be misleading.  If someone persists with a claim despite your previous refusal(s), blunt negatives may be necessary.

Positive Close

After stating the refusal, change the subject and end on a pleasant note.  The reader will not forget the refusal, but you hope that he or she will accept your reasons.