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New Policies/Procedures







Guidelines : New Policies/Procedures

Announcing New Policies or Procedures to Customers

  • Guidelines and Alternate Phrases
  • Summarize the new policy or procedure immediately, without getting bogged down in minute details. Include effective dates.
  • Beginning October 1, we will implement a new procedure for shipping library materials to our field training sites. All orders for videos, periodicals, audio series, or other packaged courses must be placed through Jan Graves. After you phone her (ext. 3456) or drop her a note with your order, she will ship your materials to you within 24 hours.
  • Feel free to make any changes in current orders or place any new orders from the current catalog until February 9. After that date, we will no longer print a direct-mail catalog or ship products from this location. Instead, your new orders will go directly to ….
  • Use a positive, upbeat tone (rather than a scolding tone) that makes readers feel as though the change is to their benefit or at least to the benefit of the customers as a whole. Giving adequate explanations goes a long way in helping customers accept changes.
  • This system is currently being used by only 15 percent of our customer base, and the expense of the extra handling negates any profit on these orders.
  • While some of you have enjoyed the convenience of …, we think the added value of … will more than compensate for the extra time required to ….
  • We suggest that you try the procedure for six months. If you’re not completely satisfied that you’re getting better service, let us know. We welcome feedback and will make changes accordingly. Our goal is to provide the best possible service at the lowest cost, and this new procedure is getting high marks in other firms similar to ours.
  • There may be some confusion in the interim period, but we think the changes will be well worth any initial frustration with the learning curve.
  • We promise to help you every step of the way. And we can assure you that this new policy will add value to your membership in the years to come.
  • Address the most obvious concerns with specific details. Then give readers a source for questions that will arise about exceptional situations.
  • The specifications for the new equipment sound restrictive and costly. In fact, they are not. In the chart below, I’ve compared ….
  • You may have questions about your benefits, your rights, and even the advantages of staying in such a business partnership. We have prepared a list of key people with their addresses and phone numbers so that you can direct your questions to the most knowledgeable source. They are expecting you to call and will be glad to calculate for you ….
  • We’ve added a special hotline number (1-800-334-6666) just for your questions. We want you to understand fully all the implications of the law on this new issue.
  • Express appreciation for their cooperation.
  • Thank you for your usual cooperative spirit.
  • We appreciate your willingness to try new ideas that we hope will save us all time and money.
  • Thank you, our customer, for your patience during this transition.
  • We’ve listened to you, and we’ve made changes. That in itself should show you how much we appreciate your business and your help in offering the finest service available.
  • We appreciate your willingness to make changes whenever we receive valuable feedback about how we can run our business more efficiently.
  • Thank you for accepting this new policy as a necessary step in growing a business.
  • We thank each of you as customers for your loyalty and your cooperation each time we make a change for the better. Here’s to our continued partnership under these new arrangements.
  • Thank you for your help in making this work.
  • We are working for you to help you grow. This new procedure is one more example of our effort to provide innovative products and services in a timely manner at the lowest possible cost.

Example 1 : Sample Letter for New Policies/Procedures

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Agents:

Effective May 1, you can call extension 7788 for your medical insurance renewal changes. We will enter any changes directly into the system and within 2 days we will mail your insured a revised or amended renewal declaration and an invoice. If it’s necessary to add a dependent to the coverage, we will mail the declaration and invoice within twenty-four hours.

Such efficient, fast service is a primary concern to both of us, and this direct access will reduce the time for processing these changes. If you have concerns about how this procedure will work, call me at 222-4587.

Cordially,

Example 2 : Letter for New Policies/Procedures

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Ms. Olson:

Effective May 20, all shipments by Surety, Inc. to our exchange terminals will be handled by overnight express. This new procedure will continue through the end of August, at which time we will revert to our normal shipping guidelines. We, not our customers, will bear this additional cost as part of our ongoing efforts to ensure customer satisfaction.

This express shipping procedure should allow us to process the backlog of orders generated by the increased media exposure with regard to the Midland situation. If you have questions about arrival dates on your orders, continue to deal directly with your normal contacts.

We want you to know we truly value you as a customer.

Sincerely,

Example 3 : Example of New Policies/Procedures

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Valued Customer:

Dean’s Department Store has been serving the community since 1902. We work hard to provide our customers with the latest fashions at the most reasonable prices. In the past, we have offered flexibility in our return policy. However, these policies have been revised to accommodate the changing times.

We are announcing a new return policy on all apparel, both men’s and women’s. Cash refunds require a cash register receipt and all clothing tags must be intact and attached to the garments. Clothing must be returned within 30 days to be eligible for a cash refund. Refunds after 30 days will be made in the form of merchandise exchange only. For an exchange, a receipt is not required; however, you will only be credited for the current price of the item.

We regret any inconvenience the new return policy may create. Thank you for your cooperation.

Sincerely,

Example 4 : New Policies/Procedures Letter

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Members:

Jim’s Gym is continuing its mission to encourage and facilitate a healthy lifestyle. In fact, health issues are the reasons for our implementing new policies and procedures in the gym for our members.

We have recently learned that minor infections related to gym conditions are being spread. In order to prevent the spread of infection through perspiration, the following precautionary measures should be taken:

1. Work out clothes should cover the entire back and front of the torso. This will help “catch” sweat.

2. Machines must be wiped down after use. Towels will be provided by Jim’s Gym.

3. Discarded water bottles should be placed in the appropriate receptacles.

Thank you for your cooperation.

Sincerely,

Example 5 :Business letters for Announcing the new policies

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Clients:

Jan’s Babysitting Service is proud to announce success in the Baytown area. In order to ensure continued success and preserve our clean safety record, we are adopting a new policy for our newest clients.

In the past, only sitters were required to submit references. We will now require families wishing to use our services to submit at least two references, one of which must be an employer or former employer. This will help to ensure the safety of the sitters as well as the children and their families.

We hope you understand the necessity of this new policy. We feel that it will contribute to high quality service in a safe environment. Please submit your references in the enclosed envelope and return it as soon as possible. We appreciate your assistance in this matter.

Sincerely,

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