Empowering users of your solution to create their own form letters is life-changing. No longer do they have to contact the developer, explain their needs and go through a back-and-forth testing stage. The developer just designs a single interface that allows the user to create, save, edit and delete their own form letters. It's really not that hard to program either. You just need some global fields, a calculation and a couple of scripts for the foundation of this technique. This approach seems like less income for the developer but that's shortsighted. I always say happy clients equal more business!