Message Strategies: Making Negative Announcements

[LO-4] Read the following letter sent to customers informing them of an inordinate delay in the delivery of their limited edition convertibles due to a shortage of parts and a lock-out at one of the company’s main facilities.

Using what you’ve learned in the chapter, read the message carefully and analyze its faults. Then revise the message with a stronger “you” attitude, a suitable buffer, and a reassuring close.

FROM: Lionel Martin, COO, MotoSpark SUBJECT: Inordinate delay in the delivery of Limited Edition vehicle.

Dear Esteemed Patrons, We regret to inform you that the delivery of the premium Limited Edition vehicle booked by you, which was scheduled for delivery by Christmas this year, has been delayed. There has been an unforeseen delay in the availability of crankshafts and pistons from our vendor, which has thrown our production line out of gear, resulting in tremendous losses to our company. This is coupled with the sudden shutdown at one of our main facilities, which has also contributed to the delay. These were rather unfortunate and have caused great embarrassment to the company. We hope to resolve the current impasse soon and ensure that there are no further delays in the delivery of these vehicles.

We apologize for the delay and will intimate all our patrons as soon as our production systems are set in motion.

I thank you all for choosing this Limited Edition of MotoSpark and assure you of our best service in the future.

Sincerely, Lionel Martin