therefore expect to ______ your
instrument on or about __________.

In corresponding on this subject please refer to order No.
______.

Very truly yours,
The General Stores Co.
_S._

_In answer to a letter without sufficient data_

THE GENERAL STORES CO.
CHICAGO, ILL.

September 8, 1922.

Mrs. Benjamin Brown,
Carr City, Ill.

Dear Madam:

We thank you for your order recently received for one shirt
waist and two pairs of stockings.

We were unable to proceed with the order, as the size of the
waist was not given. If you would be kind enough to state what
size you wish, we shall gladly make immediate shipment.

Very truly yours,
The General Stores Co.
_S._

_Where the goods are not in hand_

L. &. L. YOUNG
600 FIFTH AVENUE
NEW YORK, N. Y.

November 3, 1921.

Mrs. John Evans,
500 Park Avenue,
New York, N. Y.

Dear Madam:

We are out of size 5 B at present in the white kid shoes you
desire, but we should be pleased to order a pair for you, if
you wish, which would take two weeks. If this is not
satisfactory to you, perhaps you will call and select another
pair.

Kindly let us know what you wish done in this matter.

Very truly yours,
L. & L. Young.

LETTERS OF COMPLAINT AND ADJUSTMENT

The letter of complaint is purely a matter of stating exactly what the
trouble is. The letter replying to the complaint is purely an affair of
settling the trouble on a mutually satisfactory basis. The Marshall
Field attitude that "the customer is always right" is the one that it
pays to assume. The customer is by no means always right, but in the
long run the goodwill engendered by this course is worth far more than
the inevitable losses through unfair customers. The big Chicago mail
order houses have been built up on the principle of returning money
w