Problem
The Scenario: Sitting Pretty? You are the general manager of Sitting Pretty, a well-known furniture store in town. Recently, one of your customer service representatives told you about a very dissatisfied customer, Jill Tsarcoll. Last month, she purchased and took delivery of a dining room suite, composed of a table and eight chairs. She told your salesperson that she was holding a sixtieth wedding anniversary dinner for her parents this month and was really excited to have this furniture.
Apparently, she is now quite unhappy with the dining room suite and phoned the sales rep. She complained that the veneer on four of the chairs and the table was lifting away. In the showroom, the suite she picked was in perfect condition but was the last one in stock. Now, she wants to return the entire grouping and has asked for a total refund.
You listen carefully to your sales rep, deciding that you will contact the customer yourself. You know that Sitting Pretty has a policy that all sales are final, so no refund is possible. You're also aware that staying in your customer's good graces is important.
Email Ms. Tsarcoll about the bad news of the company policy. Offer her an alternative; suggest that you will send to her home a furniture repair person skilled in refinishing wood veneers. This will allow her to use her table and chairs while she is waiting for the repair person to come. Tell her that the first available appointment for the repairs is two weeks from today, two days before her party. Inform her that the newly glued veneer needs at least 24 hours to dry completely. During that period, the chairs and table must not be used. Acknowledge that her timelines are tight,but hope she will agree to your solution.
Task
Compose an e-mail in response to the scenario depicted below. Pay particular attention to the requirements for this negative news response, ensuring that it adheres to the guidelines for writing negative news communications as described in readings.