Reread the sidebar “A Successful Apology” on page 299;

then read Rahman’s apology at https:// jawbone.com/

up/guarantee . In small groups, discuss the following questions:

■ Which pattern of organization ( Figure 10.1 ) does the apology use?

■ How well does the apology letter follow the negative messages checklist?

■ How effective do you think this letter was? Why?

■ If you were one of Jawbone’s customers with a defective UP wristband, how would you react to this letter? Why?

■ Is the full refund (alternative) enough to appease angry customers?

■ What is the tone of the apology letter?

■ If you could make any changes to this letter, what would they be?