7.12Customer Bad News: Blunder in Scheduling Fairytale Cottage Wedding (Objs. 1–

Question

7.12Customer Bad News: Blunder in Scheduling Fairytale Cottage Wedding (Objs. 1–4) As the wedding planner at Sea Island Resort in Georgia, you just discovered a terrible mistake. Two weddings have been scheduled for the same Saturday in June. How could this happen? You keep meticulous records, but six months ago, you were away for two weeks. Another employee filled in for you. She apparently didn’t understand the scheduling system and lined up two weddings for the Cloister Chapel on June 14. The month of June, of course, is the busiest month of the year. Weddings in the popular fairytale cottage Cloister Chapel are usually booked for two years in advance, and it can handle only one wedding a day. It’s now January, and Kellie Singer, one of the brides-to-be called to check on her arrangements. That’s when you discovered the mistake. However, you didn’t reveal the blunder to Kellie on the telephone. From experience, you know how emotional brides can be when their plans go awry. Now you must decide what to do. Your manager has given you complete authority in scheduling weddings, and you know he would back nearly any decision you make to rectify the mistake. Unfortunately, all of your Sea Island wedding venues are booked for June Saturdays. However, you do have some midweek openings for the Cloister Chapel in early June. If one of the brides could change to midweek, you might offer one free night in a sumptuous bridal suite to smooth ruffled feathers. Sea Island offers dreamlike settings for unforgettable wedding celebrations. Brides, grooms, and their guests can enjoy five-star resort services, five miles of private coastline, glittering ballrooms, custom banquets, and alluringly wooded and landscaped strolling areas.

Your Task. Decide what course of action to take. The two brides-to-be are Kellie Singer, 3201 Peachtree Lane, Cumming, GA 30016, and Julie Brehm, 240 Lakeview Avenue, Atlanta, GA 30305. In a memo to your instructor, explain your response strategy. If you plan a phone call, outline what you plan to say. If your instructor requests, write a letter and copy your instructor.

Explanation / Answer

Decide what course of action to take-

If you plan a phone call, outline what you plan to say-

Lets assume we are refusing Kellie Singer over phone

Dear Kellie Singer,

3201 Peachtree Lane, Cumming, GA 30016

Good afternoon Ma'am, I am the wedding planner at Sea Island Resort in Georgia. With utmost regret , I have to inform you that the booking done by you on saturday in June was done by mistake by one of our interns. This is to inform you that a booking for the same day was already completed for one of our client before you initiated the booking. Mistake is completely ours. I am already feeling repentance as I deliver this unfortunate news to you.

We take the full responsibilty for this blunder. Therefore we are offering a midwweek date in June in place of your previous booking. There would be no further charges for this booking. In addition to this, we would also like to offer a one night free stay in the bridal suite as a gesture of apology.

Please forgive us for the mistake we made. We hope to organise your dream wedding soon at our resort. Thank you.

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