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How To Win Friends And Influence People :: Carnegie Dale Breckenridge
Страница: 46 из 194The letter begins by describing the Terminal's difficulties, in which we are not interested,generally speaking. Our cooperation is then requested without any thought as to whether it would inconvenience us, and then, finally, in the last paragraph, the fact is mentioned that if we do cooperate it will mean more expeditious discharge of our trucks with the assurance that our freight will go forward on the date of its receipt.
In other words, that in which we are most interested is mentioned last and the whole effect is one of raising a spirit of antagonism rather than of cooperation.
Let's see if we can't rewrite and improve this letter. Let's not waste any time talking about our problems. As Henry Ford admonishes, let's "get the other person's point of view and see things from his or her angle, as well as from our own."
Here is one way of revising the letter. It may not be the best way, but isn't it an improvement?
Mr. Edward Vermylen % A. Zerega's Sons, Inc. 28 Front St.
Brooklyn, N.Y. 11201
Dear Mr. Vermylen:
Your company has been one of our good customers for fourteen years. Naturally, we are very grateful for your patronage and are eager to give you the speedy, efficient service you deserve.
However, we regret to say that it isn't possible for us to do that when your trucks bring us a large shipment late in the afternoon, as they did on November 10. Why? Because many other customers make late afternoon deliveries also. Naturally, that causes congestion. That means your trucks are held up unavoidably at the pier and sometimes even your freight is delayed.
That's bad, but it can be avoided. If you make your deliveries at the pier in the morning when possible, your trucks will be able to keep moving, your freight will get immediate attention, and our workers will get home early at night to enjoy a dinner of the delicious macaroni and noodles that you manufacture.
Regardless of when your shipments arrive, we shall always cheerfully do all in our power to serve you promptly. You are busy. Please don't trouble to answer this note.
Yours truly, J. B. , supt.
Barbara Anderson, who worked in a bank in New York, desired to move to Phoenix, Arizona, because of the health of her son. Using the principles she had learned in our course, she wrote the following letter to twelve banks in Phoenix:
Dear Sir:
My ten years of bank experience should be of interest to a rapidly growing bank like yours.
In other words, that in which we are most interested is mentioned last and the whole effect is one of raising a spirit of antagonism rather than of cooperation.
Let's see if we can't rewrite and improve this letter. Let's not waste any time talking about our problems. As Henry Ford admonishes, let's "get the other person's point of view and see things from his or her angle, as well as from our own."
Here is one way of revising the letter. It may not be the best way, but isn't it an improvement?
Mr. Edward Vermylen % A. Zerega's Sons, Inc. 28 Front St.
Brooklyn, N.Y. 11201
Dear Mr. Vermylen:
Your company has been one of our good customers for fourteen years. Naturally, we are very grateful for your patronage and are eager to give you the speedy, efficient service you deserve.
However, we regret to say that it isn't possible for us to do that when your trucks bring us a large shipment late in the afternoon, as they did on November 10. Why? Because many other customers make late afternoon deliveries also. Naturally, that causes congestion. That means your trucks are held up unavoidably at the pier and sometimes even your freight is delayed.
That's bad, but it can be avoided. If you make your deliveries at the pier in the morning when possible, your trucks will be able to keep moving, your freight will get immediate attention, and our workers will get home early at night to enjoy a dinner of the delicious macaroni and noodles that you manufacture.
Regardless of when your shipments arrive, we shall always cheerfully do all in our power to serve you promptly. You are busy. Please don't trouble to answer this note.
Yours truly, J. B. , supt.
Barbara Anderson, who worked in a bank in New York, desired to move to Phoenix, Arizona, because of the health of her son. Using the principles she had learned in our course, she wrote the following letter to twelve banks in Phoenix:
Dear Sir:
My ten years of bank experience should be of interest to a rapidly growing bank like yours.