Writing to Customers
Target Audience
Writing to Customers is geared to professionals who are "on point" for an organization -- who represent the organization in letters, proposals, and faxes designed either to sell a product, explain a procedure, or rectify a problem.  The training assumes that participants are fairly skilled writers; it contains no formal instruction on common errors with syntax, mechanics, or emphasis (the purview of Effective Writing for Professionals).  Instead, it deals with issues specific to customer relations: inviting format, good focus, proper scope, and appropriate tone.

Objectives of the Training
Good writing is good business.  Customers are won and lost by turns of phrase; letters that are attractive, courteous, forthright, and creditable will win and retain customers.   Participants learn an overall strategy for ensuring that their documents are well focused, clear, and persuasive.  Highlights of the program include

  • formatting for clarity and readability
  • establishing a courteous tone
  • conveying the right nuance
  • ascertaining the proper focus
  • opening and closing with the right emphasis
  • answering (or anticipating) the reader's questions, objections, or complaints
  • avoiding "red flag" phrases
  • developing the persuasive argument
  • being concise without being abrupt
Writing to Customers differs from the Effective Writing program in that the majority of class time will be spent actually writing and revising the organization's correspondence to customers (as opposed to doing any drills).  We distribute the manuals 10 days before the workshop begins and ask that participants read them thoroughly before class.  The training is writing-intensive; the instructor provides overnight feedback on each assignment.

Lauchman Group
1324 Wild Oak
Rockville, MD 20852

Telephone 301-315-6040
Fax 301-838-9044
email richard@lauchmangroup.com

Our Clientele
ABB Environmental Services
American Bankers Association
American Chemical Society
American Institute of Architects
American Red Cross
American Security Bank
Agency for International Development
The Baldwin Group
British Aerospace
Bureau of the Public Debt
CAIS Internet
Central Intelligence Agency
Chevy Chase Federal Savings Bank
Defense Communications Agency
Defense Informations Systems Agency
Defense Intelligence Agency
Defense Logistics Agency
Defense Mapping Agency
Department of Agriculture
Department of Commerce
Department of Energy
Department of Homeland Security
Department of the Interior
DoD Office of the Comptroller
DoD Office of Health Affairs
DoD Office of Family Policy Support and Services
Edison Electric Institute
Fannie Mae
Federal Aviation Administration
Federal Home Loan Bank Board
Federal Trade Commission
First American Bankshares
Freddie Mac
Goddard Space Flight Center
ICF Kaiser Engineers
I.M. Systems Group
Immigration and Customs Enforcement
InterAmerican Foundation
John Hanson Savings and Loan
Lockheed Martin
Military District of Washington
Mortgage Bankers Association
NASA Headquarters
National Archives and Records Administration
National Association of Child Care Resource
   & Referral Agencies
National Education Association
National Institutes of Health
National Cancer Institute
National Heart, Lung and Blood Institute
National Institute of Arthritis and Musculoskeletal
National Institutes of Science and Technology
National Ocean Service
Naval Research Laboratory
Nextel Communications
Northeast-Midwest Institute
Office of Technology Assessment
Perot Systems
Perpetual Savings Bank
Potomac Electric Power Company
Project Performance Corporation
Riggs National Bank
Ryland Homes
Sallie Mae
Small Business Administration
Smithsonian Institution
State Department
Technology Planning and Management Corporation
United Savings Bank
U.S. Geological Survey
U.S. Office of Personnel Management
U.S. Patent and Trademark Office