Then there is the correspondent who has an air of superiority in his letters and writes with impudence and his letters suggest a condescension on his part to explain a proposition; or the complaint department may have a man who grants an allowance or makes an adjustment but puts a sting into his letter that makes the reader wish he had never patronized the house. All such tendencies may be eradicated by a set of rules giving specific instruction on how to handle every point that comes up and the attitude that is to be assumed in answering complaints, collecting accounts, making sales, and so forth.
And in order to have the letters reflect the house, rules have been adopted in some cases that cover every conceivable point from a broad policy in handling arguments to a specific rule regarding the use of commas.
For instance, it is no longer left to the discretion of the correspondent to start his letter "John Smith." A rule provides that all letters shall begin "Mr. John Smith." For the sake of dignity, a western mail-order house decided to use "Dear Sir" and "Dear Madam" in the first three letters that went to a customer. But on the third and succeeding letters this house uses the salutation "Dear Mr. Smith" or "Dear Mrs. Smith."
This is a matter of policy, a rule that will keep the letters up to a fixed standard.
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Page from One Firm's Book of Rules:
_In a long letter, or where two or more subjects are treated, each subject must be introduced with an appropriate subhead.
All letters, long or short, must carry a general subject head between the address and the first paragraph. This general head and the subheads must be in capitals, underscored with a single line, and as nearly as possible in the middle of the sheet from right to left.
Carefully avoid even the appearance of sarcasm.
Be wary of adjectives, particularly superlatives. "Very," "great," "tremendous," "excellent," etc., have marred many an otherwise strong phrase and have propped needlessly many a good word, all-sufficient of itself.