Negative answers, suggesting alternatives

You may receive a letter requesting a booking, order or something else but you cannot provide or you do not have what the enquirer has asked for or you may not be able to handle the order, tell him/her this and if possible refer him/her elsewhere but remember that there are certain rules for doing it correctly and politely.

It is difficult to say "No". To make your "No" tactful is even more difficult. There must be a feeling of goodwill in a letter of refusal, and then the reader's disappointment will not be so great. It is very important to find a good beginning of such a letter. When we are giving our partners some good news we usually start our letter with:

I am pleased to inform you that... or We are delighted to advise you that ...

There are phrases for giving bad news, of course:

We regret to inform you that... or I am sorry to advise you that...

But do not start your letter of refusal with these phrases. Begin your letter:

· with a thank-you :

1) Thank you for your recent letter requesting information about...

2) Thank you very much for giving us an opportunity of ...

3) Thank you for your interest in Bentson Project...

4) We are pleased that you thought of us as a source of information...

5) We appreciate your inviting us to participate in your March conference ...

· with an acknowledgementand thank-you :

1) We have received your letter of 13 May for which we thank you.

2) Thank you for your order of 3 June ...

3) We acknowledge with thanks the receipt of your enquiry of 28 December …

The next two steps are to express refusal and give reasons for it. Very often it is advisable to explain the refusal before making it. Irrespective of its place in the letter and the explanation must be quit clear and reasonable.

Use the following expressions of refusal:

1) I am sorry we cannot provide the information you requested.

2) We regretto decline this opportunity to participate in the Autumn Fair.

3) I am sorry we cannot grant your request.

4) Much as we would like to place an order, however, we feel that now we are unable to do it.

5) Unfortunately, we are not in a position at present to make you an offer as...

Do not forget to close your letter with a note of encouragement, use the following helpful phrases:

1) We regret not being able to meet your order at the present time and look forward to your new orders in future.

2) We will be glad to receive other ideas/proposals from you.

3) We are interested in your proposed new business.

4) We wish you great/continued success.

The following would be a logical arrangement of the points you would cover in a letter of refusal:

1) Acknowledgeand/or offer thanksfor some previous written or oral contacts.

2) State the refusal.

3) Give your reasons for refusal.

4) Offer a courteous note of encouragement.