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9.18 Claim Denial: Raising a Stink About Charge for Smoking in the Room (Objs. 1-4)
Current date
Mr. Trevor H. Taylor
580 Lottie Street
Bellingham, WA 98225
Dear Mr. Taylor:
Metropol Grand Hotel is committed to providing an attractive setting and comfortable
surroundings for every guest’s visit. We realize that our guests have high expectations, and to
meet or exceed those expectations we recently completed a two-year plan to refurbish many
rooms with new carpets, upholstery, finishes, and draperies.
9.19 Bad News to Customers: Picking Perfect Stepper for Fit Power Gym (Objs. 1-4)
Current date
Mr. Phil Norton
Fit Power Gym
359 Ridge Road
Parma, OH 44128
Dear Mr. Norton:
Thank you for your order! Your new Lifecycle Trainers, Pro Abdominal Boards, and Tunturi
Muscle Trainers have been shipped and should arrive soon via UPS.
106 Chapter 9 Solutions
Although LifeStep costs a bit more at $2,395, the machine will withstand the constant climbing
your customers will give it. With all of its advanced features, your StairClimber is sure to be a
favorite among your customers.
9.20 Bad News to Customers: University Accidentally Admits All Who Applied (Objs. 1-4)
To: [Student applicant’s e-mail address]
From: Mae Brown mbrown@ucsd.edu
Subject: Erroneous E-Mail Message Announcing Admission to UCSD
Cc:
Bcc:
Dear UCSD Applicant,
Just a few moments ago we sent you an e-mail message by mistake. It invited those who have
been admitted to a campus orientation. That message should have gone only to the 18,000
students accepted by the University of California, San Diego. Through a data coding error, the
message was sent to everyone who applied.
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9.21 Bad News to Customers: Pick a Price Hike (Objs. 1-4)
Note: Student messages will vary. Here are portions of an authentic letter announcing a
newspaper rate increase.
Dear Home Delivery Subscriber:
Effective February 6, there will be a modest increase in the price of home delivery of ______,
the first home delivery price increase in four years. This increase reflects the rising costs of
printing and delivery. The new weekly rates are shown in a separate box.
In the four years since our last increase, we have significantly enhanced our coverage of the arts,
travel, business, and real estate−giving you even richer perspectives on vital aspects of your life
and helping you make the most of your free time, investments, and so much more. We
introduced new sections, Thursday Styles and Friday’s Escapes, to help you discover new looks
108 Chapter 9 Solutions
9.22 Bad News to Customers: Stuck in Berlin Without a Credit Card (Objs. 1-4)
Current date
Ms. Blair Rhines
68 Riverside Drive, Apt. 35
New York, NY 10025
Dear Ms. Rhines:
We sincerely apologize for the inconvenience you suffered when you tried to use your Visa card
in Berlin and were refused service.
Your purchase was rejected because it represented an unusual spending pattern. To prevent
someone from using your card without your permission, we are now using neural-network
technology. This program tracks spending patterns and detects anything unusual. It has been
extraordinarily successful in identifying thieves who steal cards and immediately run up huge
purchases. Since we started using the technology, our fraud rate dropped from 15 cents to 6 cents
per $100. This savings can be passed on to our customers. More important, though, this new
technology means that you won’t have to suffer the hassle and heartache associated with
fraudulent purchases on your card.
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9.23 Customer Bad News: Bike Is a Lemon (Obj. 4)
Current date
Mr. Pete Dix
30 Estes Court
Waterford, MI 48327
Dear Mr. Dix:
Let me assure you that your experience with your 2014 CVO Softail Convertible, while
distressing, is the exception. These versatile “convertible” machines are a lot more reliable than
similar models were in the past. As I stated in my message yesterday, I wish your service
experience at ABC Harley-Davidson in Waterford had been better as well.
The CVO is indeed a top choice in our model line-up this year. Basically, you have bought two
sophisticated motorcycles in one. Most of its outer components, starting with the fairing and
windshield, are immediately detachable, resulting in an instant cruiser or a fully dressed touring
110 Chapter 9 Solutions
9.24 J. Crew Cashmere at Bargain Prices (OBJS. 1-4)
To: <e-mail address of J. Crew customer>
From: J. Crew <staff@jcrew.com>
Subject: Your Cashmere Turtleneck Order
Cc:
Bcc:
Dear J. Crew Web Shopper:
At J. Crew we take pride in offering fashionable clothes at affordable prices. Recently at our
Web site you ordered a sensational zip turtleneck cashmere sweater at the amazing, yet
erroneous price of $18.
To ensure accurate pricing, we double-check all copy material before it is posted to our website.
Occasionally, though, we miss a typo. In the case of this cashmere sweater, that $18 cashmere
9.25 Disappointed Customers: No Pay Day Without Checks (Objs. 1-4)
Lead a class discussion centered on the following questions. Consider having two students role
play the part of Christopher Bale, sales manager, and customer Rachel Modleska.
a. Should Bale call Modleska or delegate the task to his assistant?
Bale is the sales manager and presumably is the main contact that Modleska has with the
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c. What is the best procedure for delivering the bad news?
• Call the individual involved.
• Describe the problem and apologize.
d. What follow-up to the phone call would you recommend to Bale?
Bale should write a follow-up letter that documents the phone call and promotes goodwill. In
addition, Bale should keep in close contact with Modleska until the problem is resolved. He
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9.26 Disappointed Customers: Creepy Crawlies in PowerBars! (Objs. 1-4)
Current date
Ms. Sandy Wheeler
705 South Linn Street
Iowa City, IA 52240
Dear Ms. Wheeler:
Thanks very much for calling us to explain your experience with our PowerBar. Your distress is
certainly understandable, and we sincerely apologize for your encounter with the larvae of the
Indian meal moth.
Despite our stringent measures, moths may enter our products during the distribution stage. It is
rare, however, for infestations such as you experienced to occur in our bars. Although
entomologists say that the worms are not toxic and will not harm humans, we realize that it is
disgusting to find these worms in your food. We promise to redouble our efforts to ensure a clean
environment in manufacturing our products.
You can learn more about the Indian meal moth and how to properly store food products in the
enclosed brochure titled “Notes About the Indian Meal Moth.” We are also enclosing a kit for
you to use in sending us your infested PowerBar. Our goal is to analyze it in our Boise, Idaho,
laboratories to see what we can learn about this infestation.
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Brian Maxwell
President
Enclosures
9.27 Disappointed Customers: Renting a Tank Can Cost You (Obj. 4)
Current date
Mr. Michael Lin
801 Saratoga Dr., Apt. B
San Mateo, CA 94401
Dear Mr. Lin:
Thank you for writing to us about your experience in renting a Ford Excursion at our Seattle
office. We can readily understand your concern when you learned that your insurance carrier did
not cover the damage incurred during your rental of this vehicle.
Our Budget agents are trained to offer our own insurance coverage to every car rental patron.
However, we find it difficult or impossible to keep abreast of the many variations in individual
credit card provisions.
We are also keenly aware of the need for speed in delivering vehicles to each of our valued
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9.28 Credit Refusal: Cash Is King at Twin Cities Athletic Club (Objs. 1-4)
Current date
Ms. Zoë Lanier
3100 South Vista Ave., Apt. 310
Boise, ID 83705
Dear Ms. Lanier:
Thanks for selecting the Twin Cities Athletic Club as your workout choice. We appreciate your
application for our Extended Membership plan. An Extended Membership in Twin Cities
Athletic Club qualifies members for all of our testing, exercise, recreation, yoga, and aerobics
programs.
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9.29 Bad News to Employees: Bonding Without Spouses and Friends (Objs. 1-3, 5)
Date: Current
To: Staff Members
From: [Your Name], Director, Human Resources
Subject: Nonemployees on Intramural Sports Teams
Several employees recently requested that friends and family members be invited to participate
in Weyerman Paper Company sports teams. Our intramural sports teams are a popular employee
social activity that we hope to continue.
Currently, our intramural teams are open to all employees of Weyerman. The company has eight
volleyball, tennis, and softball teams, with over 100 employees participating. Because most team
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9.30 Bad News to Employees: Rising Tuition? You’re on Your Own (Objs. 1-3, 5)
To: Selma Ceviker <sceviker@middletonbank.com>
From: [Your e-mail address]
Subject: Your Inquiry Regarding Tuition Reimbursement
Cc:
Bcc:
Selma,
We appreciate your thoughtful message requesting that Middleton Bank establish a program to
reimburse the costs of college expenses such as tuition and books.
You’re smart, Selma, in striving to further your education by returning to school to take
additional courses that improve your career skills. Thriving companies are able to offer tuition
reimbursement to selected employees when they return to school. These programs are expensive
to an organization because they involve not only the actual cost of tuition and books but also the
cost of program administration.