apparent negatives. The pros: The brand reaches out to provide unsolicited advice to a
user who shares her frustration about her inability to find a product that she loves. This
effort paid off. Jackie posted this enthusiastic reply: Thank you so much!! Ah the power of
social networking! I love it. I just got off the phone and the Savannah, Ga location is holding 2
c. Yes, the company did respond to this positive message to demonstrate that it is listening
to consumers and to reinforce the positive feelings of this devoted customer: That’s a
great story, Mr. Demetrius. It’s hard for us to imagine that you’ve been shopping at Joss
Brothers for only 6 years. Immediately Tyrone replied: Well, I did manage to struggle into a
suit or two before Joss. I must somehow get you a picture of a vintage Joss Brothers hat I have
made by Locke and Co. in England – forties I think. It fits me perfectly. Within an hour Joss
Brothers wrote back: That would be lovely and most appreciated, sir. Send away to
facebook@jossbrothers.com. Another positive feature of this exchange: The brand is true
to its stylish image and addresses Tyrone by his last name and sir. The personal
responses also include direct contact information inviting the user to share a
photograph and his positive feelings about the brand.
8.9 Direct Request: Planning a Winter Retreat in Vail, Colorado
Solution
To: Kirsten Dunn<kdunn@fourseasonsresort.com
From: [Your Name]
Subject: Requesting Information About Potential Conference and Facilities for 85 Guests
Dear Ms. Dunn:
Can Four Seasons Resort and Residences Vail provide 50 rooms accommodating about 85
guests for either December 13-17, 2021, or January 10-14, 2022?
My company will be hosting a four-day combination sales conference/vacation/retreat for 55
of our marketing and media professionals and their families. Please answer the following
questions to help us choose a suitable resort:
• What are the room rates? Is there any discount for groups or for corporate customers?
• Do you have two conference rooms available that would hold 25 people each? We would
Your answers to these questions before September 2 will help me make a complete
presentation to our CEO, who is eager to select a spectacular resort for this conference and
retreat.
Sincerely,
8.10 Direct Response: Falmouth Sail & Canvas Slammed on Yelp
Solution
Richard’s options are many, but not all are equally wise. He could respond on Yelp, which
To: annabelle.turner@outlook.com
From: Richard_Hall@falmouth-sailcanvas.com
Subject: Your Recent Request for an Estimate
Dear Annabelle:
You have every right to be disappointed in our service, and I promise to give special
attention to your needs from this day forward. I have also left a voice mail message to tell
you that I will personally come to your boat and take the measurements for your weather
cloths. I have a selection of standard Cat 30 sails in stock, but I need more information from
you: Do you need a main sail, jib, or genoa?
Cordially,
Richard
Richard Hall | Owner | Falmouth Sail & Canvas | Falmouth, ME 04105 | 207.388.3388
8.11 Direct Message: Encouraging Employees to Catch More Zs
Solution
Date: Current
To: All Staff
From: Gloria Sanchez
Subject: Steps to Healthier Sleep and Greater Productivity
For many of us there aren’t enough hours in a day. We tend to shortchange our sleep as we
Arianna Huffington offers the following tips to sleep deprived workers:
1. Understand and recognize the importance of sleep. Almost every aspect of our
health is affected by sleep. Sleep enables us to regulate weight, improve heart rate, and
manage daily stressors. The body repairs itself and releases toxins it built up during the
day.
2. Aim for 7-9 hours of sleep each night. Research shows that most people need 7-9
hours of sleep. If you need an alarm clock to wake up, you’re not getting enough sleep.
After the right amount of sleep, you will feel refreshed and fully recharged.
3. Nap to compensate for lack of sleep. If you can’t get a good night’s sleep, power nap to
make up for it. Because our energy dips around 1-3 p.m., a post-lunch nap is ideal to
Change will be gradual. Shedding long-held habits and establishing new sleep routines is not
easy. Start slow, and you will see results. You will wake up refreshed and may find that you
will be able to leave the building at a reasonable hour because your well-rested mind and
body will be more productive.
8.12 Direct Message—Memo Relaxing Strict Dress Codes in Banking
Solution
Date: March 8, 2021
To: Staff Members
From: Erin Schmidt, Human Resources
Subject: Announcing New Business Casual Policy
Prompted by J.P. Morgan’s shift to business casual, we decided to follow suit, literally.
Effective immediately, Willowbrook will test a business casual policy. Some of you have
asked me in the past about casual Fridays and potential loosening of our strict business-
formal-only policy.
Allowed
Not Allowed
• Casual slacks, capris of conservative
color and pattern
• Dresses and skirts of workplace–
appropriate length, solids and muted
colors preferred
• Athletic clothing, including sweatpants,
T-shirts, jumpsuits, leggings, yoga pants
• Pajamas, shorts
• Distracting, tight, revealing or
exceptionally loose or low-cut clothing;
When in doubt, please ask your manager. As the casual-dress policy is adopted, more
guidelines will follow to add clarity and reduce ambiguity. Please bring any items omitted
here to my attention.
8.13 Direct Message: Interviewing at Forrest + Partners
Solution
To: nathan.forrest@forrestpartners.com
From: [Name]
Subject: Rescheduling Interviews for Environmental Architect/Designer
As you requested, I have rescheduled three candidates for the position of environmental
architect/designer. Here is a summary of the schedule with brief information about their
backgrounds:
Day, Time
Candidate
Background
April 19, 9 a.m.
Sanford Clayton
Owner, LEED Consulting. 10 years’ experience
with energy efficiency, sustainable materials,
domes, and earth-friendly design
April 19, 11 a.m.
Rubie Gaul
M.A., Arizona State University. 5 years’
experience with sustainable building materials
as architect planner for Phoenix Builders
Do you want me to send this summary to Mr. Dittman so that he can plan to attend? Please
let me know by April 5 so that he can plan his schedule.
8.14 Instruction Message: Copying Images and Text from PDF Documents in Acrobat
Solution
Date: Current
To: All Marketing Employees
From: Vita Landers
Subject: How to Copy Images and Text From PDF Documents in Acrobat
After requests from several of you, I’m sending instructions detailing how to copy images
The process works as follows in the PDF document you have opened in Acrobat:
1. Select the Edit pull-down menu.
2. Click Take a Snapshot to activate the copying tool. (It is identified by a camera icon and
check mark once activated.)
button.
5. As soon as you let go of the left mouse button, the snapshot will be taken for you. A
small banner saying The selected area has been copied will pop up. Click OK or check the
box next to Do not show this message again.
Of course, you can paste the images and text into Word, PowerPoint, and Excel. If you wish
to copy an entire page, simply go to the page in your PDF document you wish to capture and
left-click once. The same message will appear that your image was copied to the clipboard.
8.15 Instruction E-Mail Needs Revision: Explaining the Office Move
Solution
Date: Current
To: New Team Members
From: Your name
Subject: Instructions for Moving to Your New Location
The office move to your new location will take place on either November 12 or November 19.
Please answer the following questions:
• What office equipment will you be bringing from your current team? Company policy
allows you to take a workstation/laptop from your current team. However, some groups
allow the transferring employees to take more, so check with your admin regarding this
policy. Your new office will be set up with a workstation, monitor, and peripherals.
Please complete the following tasks:
• Use foam pads to box up fragile and valuable items: IT plaques, glass, or anniversary
glass sculptures. Glass replacements are expensive, and the cost center is responsible
for replacement. As an option, you may personally move glass sculptures or valuables.
• Pack the contents of all gray filing cabinets, as movers do not move them.
8.16 Direct Claim: Iron Gate Is a Drag
Solution
Current date
Mr. Irvin Windham
Cormier Iron Foundry
3050 W Business Park Ln., Unit 7
Boise, ID 83709
Dear Mr. Windham:
Subject: Gate Installed on August 13 at 4820 E Mill Station Dr., Boise, ID 83716
The proposal that led to the installation of a white metal gate on our property is enclosed to
help you recall the job. Our phone numbers are listed above and on the enclosed proposal
that you sent us last year. Please respond by March 31, as our business tenant needs the
gate to operate normally as soon as possible.
Sincerely,
Your Name
Property Manager
Ext. 8583
Enclosure: Copy of your proposal
8.17 Direct Claim: Disappointed? Let the Business Know
Solution
Current date
Ms. Jacqueline Cruzado
Online Labels, Inc.
3033 E. Lake Mary Blvd.
Sanford, FL 32773
Dear Ms. Cruzado:
Please send us a new box of Avery Easy Peel Laser Labels No. 5960 or refund the purchase
price of our bulk order, none of which will work in our office printers.
On March 3 my office purchased three boxes containing 7500 sheets of Avery Laser Labels
I thought that the Avery brand stood for high quality, but this time we clearly have received a
shipment of defective address labels—all 22,500 of them. I suspect they are old and may
have been stored at extreme temperatures.
Sincerely,
Enclosure
8.18 Direct Claim: A Not–So-Smart TV
Solution
To: Louis Estrada<lestrada@commanderelectronics.com>
From: Your name <e-mail address>
Subject: Requesting Price Adjustment on a New Sony or LG TV
Dear Mr. Estrada:
After purchasing two faulty Samsung QLED Q90R 65” 4K UHD TV (Model QN65Q90RAFXZA)
for my restaurant from your Atlanta location, I believe you should sell us a similar-sized set
for a price close to that of the Samsung TV.
When I returned the second set, I was told I could get yet another Samsung. But after the
two faulty TVs, hours of my precious time assembling, mounting, and then repacking the
Samsung sets, not to mention hours spent driving to and from your store, my staff and I did
8.19 Adjustment: Fixing Erroneous Charge for Rental Car Upgrade
Solution
Current date
Ms. Sherrie McKeel
Sales Manager
Tavarez Engineering, Inc.
204 W Riverside Dr., Unit 220
Austin, TX 78704
Dear Ms. McKeel:
Immediately after reading about your plight, I authorized a credit of $70 to your corporate
account ending in xx8797. Let me assure you that what you have experienced is highly
unusual for our company. Please accept my heartfelt apologies for the poor treatment and
delays.
If you give us another chance, we will be happy to prove to you that we are a top-notch car
rental enterprise—prompt, reliable, and cost-effective. As a token of our appreciation for
Michael A. Dunmore
Regional General Manager
Enclosure
8.20 Microsoft’s Goodwill Letter to a Newborn
Solution
This letter was universally praised for its originality and warmth. Microsoft scored points for
not being afraid to be cute by addressing its benefits letter to a newborn baby. It’s a clever
way to highlight the generous benefits the software company offers employees who become
new moms and dads. One new father, David Ertel, posted the letter on LinkedIn with
enthusiastic comments, praising his employer for the letter.
8.21 Appreciating a Favor: Saying Thanks for a Recommendation
Solution
737 Colony Blvd.
Lexington, KY 40502
Current date
Dr. Sven Ahlgren
College of Business
Belknap Campus
University of Louisville
Louisville, KY 40292
Dear Dr. Ahlgren:
Thank you for your teaching and encouragement during my four years at UofL. Your courses
in financial management, advanced investment finance, and international finance helped to
prepare me for my new job as a junior financial analyst.
8.22 Appreciating a Favor: Thanking a Business Etiquette Consultant
Solution
Current date
Ms. Pamela Eyring, President
The Protocol School of Washington
20 F Street NW, 7th Floor
Washington, DC 20001
Dear Ms. Eyring:
Thank you for your fascinating business etiquette talk and demonstration at XYZ College on
December 3. We value your taking time out of your busy schedule to speak to an audience of
students on the important subject of social skills.
We wish you continued success in your work and will follow your activities on Facebook and
Instagram to learn yet more about business etiquette and other professional skills.
Sincerely,
8.23 Cherishing Good Wishes: Saying Thank You
Solution
Current date
Dear Sophia:
8.24 Sending a Sympathy Note: To a Spouse
Solution
2402 W. Fowler Avenue
Tampa, FL 33620
Current date
Dear Grace,
Your many friends and I here at Surge Semiconductor, LLC, were deeply
saddened to learn of the death of your husband Pete.
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