1. You are an owner of a business that has recently had several negative reviews. You have asked a member of your staff to follow-up on the comments that have been posted on an online review site. Read the comment and the response. Re write an improved message so that it is more professional and shows excellent customer service. Refer to the lessons on professionalism, customer service, and effective written communication.

Comment: My family and I just visited your establishment to celebrate my mother's 90th birthday. We were told that there would be cake, ice cream, and punch available with the room rental. When we arrived, the room had not been set up to our specifications. When needing help, we could not find anyone that would help us. The name on the cake was misspelled, and the ice cream was already melting. When we brought this to the attention of the assistant manager, he said we needed to wait because they were short staffed.

Response: We are sorry about the so-called misunderstanding. We tried to accommodate you, but we were short staffed. If you had put the name in writing instead of over the phone, there wouldn't have been a misspelling. Something to remember for next time.

Rewrite the message: