Assignment: This is a Negative Adjustment, meaning that you are not going to give the customer what they want. Today, you are a representive from Weigel's (but sign your real name). Janet Smith has written a complaint letter to Weigel's, asking that they change their policy and prevent employees from smoking on the job. However, Weigel's does not want to change the policy, but wants to keep Janet as a customer. An effective Negative Adjust letter will attempt to do that. As with all "bad news," begin with a neutral buffer, which is usually Thank you. Write to Janet Smith using the inverted pyramid format, building a solid buffer before delivering "bad news." And never mention her complaint (smoking). Just call it a "workplace policy." Create a letterhead for Weigel's because you are writing from a business. Businesses always have letterheads. This one you may just grab off the web (like from Google images, or just copy the one below) Paragraph #1: Thank the writer (not by name) for having written to Weigel's. Tell her your organization always responds to customer concerns (don't call them complaints!). Write a two sentence commercial for Weigel's. You might mentioning the years of service to East Tennessee, high-quality dairy products, etc. (you might wish to visit their web site for ideas about what to say). *End paragraph #1 with this sentence: Occasionally, however, a situation arises which dictates an action other than what a valued customer requests. Paragraph #2: Tell her about the surveys Weigel's conducts of both customers and employees. Tell her (in your own words) about the survey results (make them up!) and use the words general satisfaction Explain that satisfied employees lead to positive results (put this in your own words!) like less and, as a result, better prices for consumers. Paragraph #3: (where the "bad news" is embedded) Start the third paragraph with a contrasting transition like : As a result, Inform her that the current policy will remain (you're not changing your workplace policy because one customer is dissatisfied). Then hold out an olive branch, saying that you will look at future surveys and MAY consider revising your policies. Then, tell her that you are sending her something (like a gift certificate for up to $25, which you would include with this letter to her) for having taken the time to write. After all, your ultimate goal is to get her back as a customer. Thank you for your recent letter.... Body paragraph 1 [Double space between paragraphs] Body paragraph 2 [Double space between paragraphs] Body paragraph 3 Assignment: This is a Negative Adjustment, meaning that you are not going to give the customer what they want. Today, you are a representive from Weigel's (but sign your real name). Janet Smith has written a complaint letter to Weigel's, asking that they change their policy and prevent employees from smoking on the job. However, Weigel's does not want to change the policy, but wants to keep Janet as a customer. An effective Negative Adjust letter will attempt to do that. As with all "bad news," begin with a neutral buffer, which is usually Thank you. Write to Janet Smith using the inverted pyramid format, building a solid buffer before delivering "bad news." And never mention her complaint (smoking). Just call it a "workplace policy." Create a letterhead for Weigel's because you are writing from a business. Businesses always have letterheads. This one you may just grab off the web (like from Google images, or just copy the one below) Paragraph #1: Thank the writer (not by name) for having written to Weigel's. Tell her your organization always responds to customer concerns (don't call them complaints!). Write a two sentence commercial for Weigel's. You might mentioning the years of service to East Tennessee, high-quality dairy products, etc. (you might wish to visit their web site for ideas about what to say). *End paragraph #1 with this sentence: Occasionally, however, a situation arises which dictates an action other than what a valued customer requests. Paragraph #2: Tell her about the surveys Weigel's conducts of both customers and employees. Tell her (in your own words) about the survey results (make them up!) and use the words general satisfaction Explain that satisfied employees lead to positive results (put this in your own words!) like less and, as a result, better prices for consumers. Paragraph #3: (where the "bad news" is embedded) Start the third paragraph with a contrasting transition like : As a result, Inform her that the current policy will remain (you're not changing your workplace policy because one customer is dissatisfied). Then hold out an olive branch, saying that you will look at future surveys and MAY consider revising your policies. Then, tell her that you are sending her something (like a gift certificate for up to $25, which you would include with this letter to her) for having taken the time to write. After all, your ultimate goal is to get her back as a customer. Thank you for your recent letter.... Body paragraph 1 [Double space between paragraphs] Body paragraph 2 [Double space between paragraphs] Body paragraph 3