Be careful when responding to any inquiry because any letter written on company letterhead is considered a legally binding contract. When a business writer is concerned about how a bad-news message will affect the reader, it's best to use the direct strategy. The most important part of a bad-news letter is the explanation. Thanks for telling us about your experience when dining at our restaurant and for giving us a chance to look at the situation is an effective buffer. Bad news can be deemphasized by putting it in an independent clause or by using active-voice verbs.
Persuasive requests are generally more effective when they use the indirect strategy.
The first thing you should do when writing a persuasive claim is to decide what action you want taken to satisfy the claim. Since most readers are used to receiving form letters, it is unnecessary for companies to personalize sales letters. Letters that convey good wishes, warm feelings, and sincere thoughts are not directly related to business and are, therefore, unimportant to business communications. Personal messages, such as letters of appreciation, can be handwritten to indicate your personal involvement. Before you list anyone as a reference, you should ask for permission.