7. Should an adjustment letter be dentally the two adjustment letters in the preceding section also illustrate another principle which is often misapplied, namely, that adjustment letters ought to be long rather than brief. All that is said in the first letter might better be stated in one-half the space, and many of the statements might better be omitted altogether. The length of the adjustment letter, as that of all other letters, depends on what informa tion it is necessary to impart in order to make the im pression desired. Piling up courteously phrased sen tences that really say nothing is a poor means of being diplomatic and tactful. There is an important dif ference between letters that are long because they contain many facts which aid directly in gaining the result desired, and letters that are long either because too many words are used to express comparatively few facts, or because facts are included that do not help at all to make the desired impressions.
The reason successful adjustment letters are fre quently somewhat long is that it is necessary to make sure not only that the customer is completely satis fied with the adjustment, but also, as already empha sized, it is essential that the addressee receive such an impression of the firm that he will want to continue to deal with them. Also, when the trouble is caused by the customer's misuse of the product or service about which he complains, the presentation of "educational" information that will prevent future trouble often re quires considerable space, for such information must usually be imparted in detail.
8. An "educational" adjustment letter.—The fol lowing letter is designed not only to prevent future trouble with the addressee, but also to prove to the latter's satisfaction that the allowance which the house has made is just, in view of the fact that the addressee himself was largely responsible for the trouble. This letter is necessarily long.
Dear Sir: After examining your two 37x4 casings mentioned in your letter of March we can appreciate that the mileage you received from them was somewhat disappointing. In or der that you may have better results in the future, and avoid further disappointment, let us briefly explain what caused your trouble.
A thoro examination of your casings showed that the fab ric on the side walls was separated in spots by insufficient inflation; the tread was cut; loosened and water-soaked by sand blisters and moisture.
Now, an automobile tire will run along uncomplainingly for a while, even if it is not sufficiently inflated, but all the time the inside fabric is undergoing an unnatural bending, and heat is generating. This heat causes the cement be
tween the layers of fabric to melt, and the layers begin slowly to separate. When once they get in this condition they do not work as a unit and chafe one another at every revolution of the tire. Further, a tire not properly inflated is more easily damaged by road bruises, for when the tire contains the right amount of air, shocks are distributed over all parts of it, and the strain at any one point, caused by -a bump, is hardly ever sufficient to cause the fabric to break.
To avoid under-inflation in the future, and to be assured that your tires are always pumped up to the proper pres sure, we would suggest that you test them every few days with an air-gauge. You can buy a small but reliable gauge for $1.00 from your local dealer, and the tire expense it will save you will pay for it many times.
The water-soaked fabric and tread-loosening are both caused by small snags and cuts in the tread which were al lowed to go unrepaired. We would suggest that when these cuts appear in the tread you wash them out thoroly with gasoline and fill them with some good repair-gum. The best time to do this is in the evening, before you put your car away for the night. If this is done the repair-gum placed in the cuts will harden over night and by morning will have become an integral part of the tread.
We are inclosing one of our small service bulletins with certain sections marked with blue pencil, giving explicit in structions how tread bruises and cuts should be repaired.
By following out the above suggestions, you will have no further difficulty with either fabric-separation or tread loosening, and we are sure that the increased mileage serv ice you obtain will amply compensate you for taking these precautions.
In looking at this proposition from your point of view we can appreciate how you feel, and it is not our idea, in bring-• ing these matters to your attention, to evade whatever re sponsibility may be ours. However, we found these condi tions, and thinking it would be of value to you to know how to prevent a recurrence of your past difficulties, we have offered you the foregoing remedies.
We are going further in this particular instance and are going to assume part of the loss of service caused by these tires giving out prematurely, because our first wish is to satisfy your sense of fairness, and this, better than any thing else, explains why we are offering you two new 37x4 plain tread-casings for $24 each, $12 below the regular price.