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

Exercise 18

Play the role of assistant to Bill Hannigan, owner of a chain of hair and nail salons in the tri-state area. (With your instructor's permission, choose a different business or organization that serves its customers through scheduled appointments.) The business's policy is "three strikes and you're out": that is, if a customer breaks three appointments within 12 months and without advance notice, that client is not allowed to make any further appointments.
Until now, the managers at the different salons have dealt with this issue informally as it has arisen. When customers who've reached their limit have called to schedule another appointment, the managers have just handled the situation by phone. But Mr. Hannigan wants to ensure that customers in this category are treated uniformly and tactfully. He's asked you to write a form letter that can be sent to customers who have broken their third appointment to tell them that, in the future, the salon will be able to serve them on a walk-in basis only.
In your letter, leave blanks where information specific to each case will be included and indicate in brackets what kind of information that will be. Think carefully about the facts you'll need to include in order to justify your position. And do what you can to maintain the customer's goodwill. You do not want to alienate the customer or his or her family and friends, some of whom may also be your customers.