How to write a letter informing a customer of a process relocation?

[ahfoong]

A friend approached me for help on how to draft a formal/professional letter to a customer informing of a process relocation, without causing unnecessary concern (eg. customer jumping the gun and asks for a line shutdown and tons of evaluations/reports, etc.)

Is there any place where I can get drafts of such letters? Or anyone who has written any?

Appreciate your help.
Bob.

 

[RoxaneB]

A friend approached me for help on how to draft a formal/professional letter to a customer informing of a process relocation, without causing unnecessary concern (eg. customer jumping the gun and asks for a line shutdown and tons of evaluations/reports, etc.)

Is there any place where I can get drafts of such letters? Or anyone who has written any?

Appreciate your help.
Bob.

My Organization has undergone two name changes in about 1.5 years, so we've had to write letters to our Customers and Suppliers twice now...they've all probably placed bets on when the next name change will occur.

I realize that a name change is not of the same magnitude as a process relocation, but the overall intent is the same. They need to know that names on their paperwork will change, but that's all that will impact them.

I'd put in the letter such information as:

• Time frame to relocate and final completion date (e.g., "Our relocation process will commence on April 1, 2004 and is scheduled for completion on April 10, 2004.")
• Explain that the reasons for the relocation.
• Highlight the benefits of the relocation - not just for you, but for the Customers and Suppliers, too!
• Include a contact name (e.g., you, plant manager, president, local Sales rep, Purchasing person) who will be available to answer any questions they may have.
• A statement to the effect of "This process relocation, due to our planning details and the commitment of our team, should in no way adversely impact our ability to serve you." for the Customers.
• A statement to the effect of "This process relocation, due to our planning details and the commitment of our team, should in no way adversely impact our current receiving processes." for the Suppliers.
• If alternate arrangements are being made for shipments/receiving, state that they will be contacted individual to discuss these arrangements.
• End with a statement that they will be contacted once the successful process relocation is complete.
• Thank them for their support.

Oh, and Welcome to the Cove!

 

[Bill Ryan - 2007]

Welcome to the Cove Ahfoong

If you have automotive product and are Tier 1 or 2 (any tier?), I would "batten down the hatches". If not automotive or aerospace (can't talk to medical) you might have a much easier go of it, and Roxane's suggestions might be all you'd need to do. The bottom line is, your customer will tell you what you need to do to keep supplying them and talking it through with them could make life much easier.

Good Luck!!

Bill

 

[ahfoong]

Thanks for all the input.
Hopefully, my friend's customers wouldn't go ballistic. :mg:

 

[Wes Bucey]

Thanks for all the input.
Hopefully, my friend's customers wouldn't go ballistic. :mg:

My colleagues have all given good advice, Ahfoong. I'd like to see one little "nicety" added:

"A simple statement asking if there is anything special they might like BEFORE you move the production (if this is an option) - such as extra shipments as "insurance" that any unforeseen delays won't hinder the customer's production."

In addition to "extra shipments" - if I were the customer, I might be interested in knowing whether any staff familiar with the process are making the move, too.

Since it will be impossible to have completely identical process in a new location (variation), I would want some stress on why this move will be "better" for me. "Will I receive better quality? price? capacity? capability?" (If you are going to get benefit from the move, I expect to share in that benefit to compensate for the stress of uncertainty until you begin conforming shipments from the new source.)

Of course, the absolute ideal from the customer's standpoint would be for you to keep the old process running until the new one is on line and debugged.

 

[Randy]

Hey customer!!!! We're moving this thing over there, here's what you gotta do.

How's that?

Keep it simple to avoid confusion.

Probably won't work, will it?