Assignment: Good News Message As a co-owner of Apex Plumbing, you are going to h

Question

Assignment: Good News Message

As a co-owner of Apex Plumbing, you are going to have to grant an adjustment on the invoice for a recent job. In the letter Sandy May included with an unpaid invoice for $250, she claims that the plumber you sent, Roy Mayfield, failed to fix the clogged drain he worked on for two hours. According to Ms. May, Roy had tried over and over to send a metal snake down the drain--creating an awful noise in the process--but to no avail. He had finally advised Ms. May that he would need to correct the problem by knocking a hole in the wall and drilling directly into the pipe.

With low confidence in Roy at this point, Ms. May had sent him on his way. She had then called in a plumber from another company. After about 30 minutes of using the metal snake, this plumber had fixed the problem. He explained that after about 10 minutes of trying to send the snake down the drain, he had figured out that the snake was going up the exhaust part of the pipe instead of down the clog. He had adjusted his technique acccordingly and then easily solved the problem.

Ms. May refuses to pay for Roy's ineffectual labors. You check with Roy--not one of your better plumbers--and his story of the service call agrees with her. Thank goodness Ms. May called in someone else before she had taken the drastic measures that Roy had recommended, or else, you might have a bigger claim on your hands.This is the last straw--you are going to have to let Roy go.

WRITE Ms. May a letter granting her request and trying to restore her confidence in your company. Create any additional realistic details that will help you keep her as a customer.

Explanation / Answer

This would be letter format

Apex Corporation

To

Ms. Sandy May

xxx

Dated: xxxxxx

Dear Madam,

Sub: Complaint about plumber Mr. Roy Mayfield

Ref: Our invoice number xxx for Rs.250/- returned unpaid by you

* * * * * * * *

First of all, we really regret for the inconvenience caused to you which was brought to our notice by your letter dt. xxx. We apologise one and all on behalf of our company. While we appreciate the act of bringing to our notice so that we can improve in future and avoid such complaints, we assure that you need not pay for the invoice.

We have advised Mr. Roy, the plumber suitably and may give him further training in this regard for future dealings. Now in modern buildings, there are so many tricks which may not be known by Mr. Roy who is middle aged now. It is essential that being a sincere and efficient plumber for the past 25 years, he now requires training for the new methods. While we once again apologise for sending an inappropriate plumber for your building, we assure you that we have young plumbers also who are well trained in new methods.

Considering the past dealings with our concern, we request you to consider our company again for services in future with better improvement and to the best of your satisfaction.

Thanking you,

YF

Chief Manager

Copy to: HR Dept, -- Arrange for training for experienced persons for new buildings as an urgent measure

Copy to: Marketing dept -- Please try to assess the nature of building and then send suitable plumber.

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