elevator pitch
Dear Mr. Rodriguez,
Five weeks ago, on February 14th, I placed an order for double glazed, made to order, oak French doors, for my client over the telephone. When they arrived five weeks later I was surprised to find out that the doors had been cut to small. Instead of measuring 11 feet 8 inches wide as I specified, the doors measured 11 feet 4 inches wide. My client wanted the doors installed immediately, so I had to pay my carpenter $376 to rebuild the opening.
Seeing as I am a long standing client and in fact, saved you a lot of money by not returning the doors, I would like to be reimbursed for the additional cost. Enclosed with this letter is a copy of my carpenter’s bill. As the order was placed on the phone, the door invoice doesn’t state the measurements, still I have included it in this envelope. I look forward to the speedy resolution of this manner.
Best,
Candace Olmstead
CEO
Custom Designs
Response:
Dear: Ms. Olmstead,
I have reviewed the letter and additional information you sent me regarding your order on February 14th. We understand that your client wanted the doors installed immediately, thus you couldn’t return them, leading you to pay a carpenter to fix the problem. That being said, we have a very strict no refund policy. Since this is a unique case and you are a frequent customer, we are willing to credit $367 to your account for any future purchase from Capitol Lumber. I hope this is a reasonable solution, and we look forward to doing business with you in the future.
Thank You,
Sal Rodriguez
Sales Manager
Capital Lumber
Five weeks ago, on February 14th, I placed an order for double glazed, made to order, oak French doors, for my client over the telephone. When they arrived five weeks later I was surprised to find out that the doors had been cut to small. Instead of measuring 11 feet 8 inches wide as I specified, the doors measured 11 feet 4 inches wide. My client wanted the doors installed immediately, so I had to pay my carpenter $376 to rebuild the opening.
Seeing as I am a long standing client and in fact, saved you a lot of money by not returning the doors, I would like to be reimbursed for the additional cost. Enclosed with this letter is a copy of my carpenter’s bill. As the order was placed on the phone, the door invoice doesn’t state the measurements, still I have included it in this envelope. I look forward to the speedy resolution of this manner.
Best,
Candace Olmstead
CEO
Custom Designs
Response:
Dear: Ms. Olmstead,
I have reviewed the letter and additional information you sent me regarding your order on February 14th. We understand that your client wanted the doors installed immediately, thus you couldn’t return them, leading you to pay a carpenter to fix the problem. That being said, we have a very strict no refund policy. Since this is a unique case and you are a frequent customer, we are willing to credit $367 to your account for any future purchase from Capitol Lumber. I hope this is a reasonable solution, and we look forward to doing business with you in the future.
Thank You,
Sal Rodriguez
Sales Manager
Capital Lumber