Assignment

E-Mails for Discussion- Landscape Plants

Your nursery sells plants, not only in your store but also online. Today you've received an email from Pat Sykes, complaining that the plants (in a $572 order) did not arrive in satisfactory condition. “All of them were dry and wilted. One came out by the roots when I took it out of the box. Please send me a replacement shipment immediately.”

The following email letters are possible approaches to answering this complaint. How well does each message meet the needs of the reader, the writer, and the organization? Is the message clear, complete, and correct? Does it save the reader time? Does it favorably influence the reader? Will it keep the reader as a customer?

Response 1

Dear Sir:

I checked to see what could have caused the defective shipment you received. After ruling out problems in transit, I discovered that your order was packed by a new worker who didn't understand the need to water plants thoroughly before they are shipped. We have fired the worker, so you can be assured that this will not happen again.

Although it will cost our company several hundred dollars, we will send you a replacement shipment.

Let me know if the new shipment arrives safely. We trust that you will not complain again.

Response 2

Dear Pat:

Sorry we messed up that order. Sending plants across country is a risky business. Some of them just can't take the strain. (Some days I can't take the strain myself!) We'll credit your account for $572.

Response 3

Dear Mr. Smith:

I'm sorry you aren't happy with your plants, but it isn't our fault. The box clearly says, “Open and water immediately.” If you had done that, the plants would have been fine. And anybody who is going to buy plants should know that a little care is needed. If you pull by the leaves, you will pull the roots out. Always lift by the stem! Since you don't know how to handle plants, I'm sending you a copy of our brochure, “How to Care for Your Plants.” Please read it carefully...