DJUSTMENT LETTERS Most businesses take the attitude that the customer is right until he is proven wrong. but they must carefully investigate each complaint before responding. If the custom is right and you can give the customer what he hether it is his back. new money products for the missing or damaged good, etc-the letter is called an adjustment grant. I. Adjustment Grant Organizational Plan > 1. A suitable adjustment must be made. > 2. An explanation of what went wrong. 3. A sincere apology must be offered. > 4. A bit of sales talk of desired. > 5. Courteous ending.