You are a support agent for Bug-Free Software Limited, which develops customized software for businesses on a contract basis. You receive the following email message from a large client:

We received the custom Visual Basic programs from your new programmer and installed them on our system last week. It was obvious from the first time we ran the programs that the programmer was new to your organization and that she had not had much prior experience with programming or with Visual Basic. The new programs we received converted the information from our old COBOL programs to our report formatter fairly well, according to the specifications we provided her. But we discovered that she built the specific data-conversion instructions into the Visual Basic programs. The programs lack the flexibility we need to handle all of the different data formats we have to convert. The programs should have been written with the conversion information in tables that are easily modified. The way they were written means we have to modify the programs every time we run them.

Write a reply to this email that shows empathy for the problem and a good customer service ethic.