20. Rewrite the following ineffective adjustment letter saying “Yes.” Dear Mr. Smith:
We are extremely sorry to learn that you found the suit
you purchased from us unsatisfactory. The problem
obviously stems from the fact that you selected it from
the rack marked “Factory Seconds.” In all honesty, we have
had a lot of problems because of this rack. I guess we
should know better than to try to feature inferior
merchandise along with the name-brand clothing that we
sell. But we originally thought that our customers would
accept poorer quality merchandise if it saved them some
money. That was our mistake.
Please accept our apologies. If you will bring your
“Factory Second” suit to us, we will see what we can do
about honoring your request.
Sincerely yours,