How to Answer Concerns in a Business Letter

Addressing concerns of customers, clients, vendors and prospects is something every business owner faces during the course of his work life, but expressing those concerns can often get more important to the business itself than most of the entrepreneurs think.

When you receive a letter from your customers, who may give you feedback or complaint about your service, you generally take it lightly as you think it is part of every business. But letters that contain concerns (of any kind) about your services are a blessing in disguise. You can mend your ways by paying attention to what is written in them. If you keep ignoring those concerns, you may never be able to bring much-needed changes to your business, and will suffer a huge setback in the form of lost sales and customer base.

Another thing that often hurts businesses is that entrepreneurs and officials responsible for correspondence take too long to respond to the concerns expressed over their services or products. This carefree attitude gives the impression that the organization does not care about its customers and prospects, and has totally disregarded what others think of it.

Keep these rules in mind when you write the next letter addressing concerns of your customers.


  • 1

    Be Prompt

    Do not wait for too long and respond to the concerns after your customers have moved on and forgotten about what happened. Be quick and start addressing the concerns right after you receive a letter, feedback or a complaint. Do not let this notion fool you that every customer behaves the same. Every customer has their own way of assessing your behaviour. Some may overlook your care-free attitude, while others may take a step further and spread the word about your rudeness.

  • 2

    Be specific

    Irrelevant answers to the questions further aggravate the situation. Read the questions or concerns carefully and respond to them one by one—if you can figure out what they are—and give as much detail as you can. Because the more the details and explanation about the service the concern was expressed about, the happier the customer will be.

  • 3

    Be polite

    Be ready to receive concerns that may make you and your staff a little angry. This is the most defining situation in a business. Since people expressing concerns about your business may belong to every walk of life, harsh letters and complaints will not be an unusual thing. However, you are supposed to keep a professional, friendly outlook. Many inquiries and letters are not well thought-out. But the person who made the inquiry did not know he was vague.

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