Practice 5　　● You company receives a complaint letter from a client for misplacement of the materials needed for their meeting. You are asked to write a reply to the letter.　　● apologizing for the inconvenience caused to the client,　　● explaining the reason for the misplacement of the materials,　　● suggesting ways of dealing with the incident.　　● Complaint letter from Mr. Edwin　　Dear Sirs,　　Thanks to the inefficiency of your staff, the fall meeting of the Capitol City Peronnel Directors Association was a big disappointment. As you know, the materials were misplaced by some one there and were never found (they arrived here today from your hotel). The entire program was built around these materials; and, as a result, we had to improvise, which proved to be a sorry mess.　　Your statements for $ 988.65 arrived today, and I am tempted not to pay it. In any event, it would seem that we are entitled to some kind of discount for the inconvenience we were caused by your staff.　　I expect an explanation from you before I make payment.　　Yours faithfully,　　Tom Edwin

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Dear Mr. Edwin,
We are terribly sorry that materials for your meeting were misplaced by one of our staff and as a result, not available to you.
May I tell you what happened? When the carton was delivered late at night, a part-time janitor signed for it. Having no idea about how to handle it, he eventually placed it in our Lost and Found room for safekeeping. Unfortunately, later, several pieces of luggage were piled on top of the carton, thus hiding it from view. We tried yet failed to locate the janitor, since he left on vacation the day after the materials arrived and had no way to be reached. Despite the repeated search in the Lost and Found room by several people, no one thought to look under the luggage obscuring the carton from view.
What can I say? If you are thinking that this mishap borders on the incredible, we would have to agree with you. Yet if you have had something similar that happened in you company—something that really defies explanation—then probably you will understand how I feel and can appreciate my deep embarrassment.
After this incident, it may be presumptuous of me to suggest that you give us another chance to show that we are real experts in hospitality business, even though now and then it “doesn’t show”. But, we can assure you that steps are being taken to avoid the reoccurrence of this kind of incident. To express our sincere regret and also compensate for your inconvenience in some way, we are offering you a discount of 5%. We really hope that this incident will not affect our business relationship.
Yours sincerely,
Carter

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