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

Exercise 16

Oops-it looks like one of the mowing teams at your company (Beauty Lawn) made a mistake (see case #12 in Chapter 8). Your customer's request for an adjustment is reasonable, so you'll grant it. You're just happy the damage wasn't any worse. What else might make this new customer feel that he chose the right lawn care company and that such errors will not be likely in the future? Say whatever you think appropriate to retain his loyalty and restore his confidence in Beauty Lawn's expertise.