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Chapter 8: Business and Consumer Complai... > Thank-you correspondence for resolve... - Pg. 201

Business and Consumer Complaints and Requests 3. Be clear about whether you expect a further charge to complete or fix the work done so far. 4. Make sure the vendor understands that no further charge will be accepted without your prior approval. 5. Thank the vendor for his or her understanding. 6. State when you expect the work to be completed. 7. Enclose copies of paperwork relevant to your complaint (contract, agreement, invoice, canceled check, warranty, and so forth). Sample: Re: Watch repair Dear Mr. Lane: I'm returning the watch you repaired for me last month because it is still not keeping accurate time. The watch kept accurate time for about a week after I got it. Since then, it's been losing 15 to 20 minutes every day. This seems to be the original defect I paid you to repair, and because I've already paid you, I assume you will fix the problem without further charge. If that's not the case, let me know. I've enclosed a copy of the receipt you sent me for the original repair. It states that all repairs are guaranteed for 90 days, so as far as I can see, I am still covered by your guarantee. If you have further questions about my watch, or need to speak with me about this matter, my daytime number is 123-456-7890. Thank you for your understanding and service. Unless I hear otherwise from you, I'll expect to receive my repaired watch from you on Friday the 23rd. Sincerely, Thank-you correspondence for resolved complaints Background: Whether you are a businessperson or a consumer, if your com- plaint is addressed and resolved you should extend the courtesy of a thank-you note. The key message of this letter is: "Your strategy worked; by resolving the problem as I requested, you retained me as a customer." Well-written thank-you notes carry a strong message. They give the recipi- ent motivation to continue to please you in the future. 201