Respond Positively to Negative Feedback
Sample Letter 1
Thank you for taking the time to tell us about your unfortunate experience with the Springfield Fire Department. I am sorry to hear about your losses in the house fire, and I regret that you were not satisfied with the performance of our fire fighters. I have scheduled a meeting with the Fire Chief and the Battalion Chief from the main station to discuss your comments.
We are particularly concerned about the delay in response time, and we will be investigating the details of the fire in the coming weeks. We have a firm commitment to the citizens of Springfield to make this fire department more efficient at the job of saving lives and property. Thanks again for your helpful suggestions on ways to improve our record.
Sample Letter 2
Jane Doe alerted me to your letter regarding the freshness of the vegetables we serve. We always appreciate comments from our customers so we can serve you better. I will personally look into what caused your concern last week. We make it a high priority to buy the freshest vegetables available and present them as fresh as possible on our customers’ plates. If we disappoint someone, we want it to be the last time. Thank you for going to the trouble to write us.
Sample Letter 3
Thank you for contacting me regarding your bad experience aboard my charter fishing boat, Sweet Jane. My crew, as you surely understand, cannot control the weather or the whereabouts of the fish. We can, however, control our language. I have gotten the assurance of the crew that they will refrain from using profanity when clients are aboard. I apologize for the distress this may have caused you. Thank you again for your comments. We hope to serve you again.