Lesikar's Business Communication: Connecting in a Digital World 13th Edition by Kathryn Rentz,Paula Lentz

Exercise 8

You have just received a claim letter from Candace at Handel and Schmidt Holdings (see Chapter 8, case #16). As Bob Sawyer's trusty office assistant at Sawyer Steakhouse, you must handle her request for a partial refund on her bill. Sawyer's is the most popular steakhouse in the city-and it just so happened that, on short notice, the mayor decided to bring some visiting dignitaries to dinner on the night when the complaining customer held his company outing. That would account for the seating delay that the customer's party experienced. As for the unpleasant server and mixed-up orders... you're not sure what happened there. Perhaps the surprise VIPs threw the staff into something of a tizzy. Regardless, you are disappointed that Handel and Schmidt's experience did not reflect your usually stellar service.
At any rate, you understand the customer's point and are genuinely sorry that his special occasion was flawed. You'll definitely adjust the bill and do any other reasonable thing you can to regain his confidence and earn his repeat business.