Good morning <name>!

I just wanted to say “I’m sorry!”

I just wanted to write and sincerely apologise for the inconvenience and frustration we may have caused you over the last few weeks with your order for our products.

It was really a case of “the best laid plans of mice and men” not necessarily turning out that way.

In retrospect some of the problems I encountered could have been predictable or at least I should have built in some “slack.” However, in my enthusiasm to begin manufacture in Australia, I just didn’t do so and have now learnt the lessons of over confidence and enormous optimism the hard way.

None of this will be consolation to you and I am extremely sorry for the problems we may have caused you and your practice as well as your team members and patients we may have upset.

I know that an apology after the event is nowhere as good as faultless performance. I do hope however that I have not damaged our relationship to the extent that you may choose not to stock our products.

I do hope that you will allow me to demonstrate that this “blip” was a rare event and that we can live up to our normally excellent delivery standards in the future.

Thank you in anticipation of both your understanding and forbearance.

Yours sincerely,

DIRECTOR

P.S. A Visa Card with a credit of $10 is enclosed. Please use it to buy a couple of coffees, tea or whatever for the people in your office I have most upset.

Dear Mr. Marsh, thank you for taking the time to review your stay with us.

We do appreciate hearing from our customers, as their comments are vital for us to continue improving our services.

All problems that you mentioned have been brought to the attention of our management and I must honestly say, that we were not performing to our usual standards last week, and for that I sincerely apologize. I have reviewed your feedback in detail with our technical (hot water) manager and I hope that You will be happy to know that, as a result of guest feedback like yours, necessary servicing works have been done with our water supply system.

While the lack of service you experienced is unusual for us and it is not our standard , there is no excuse for a lackadaisical attitude on the part of any of our employees. We are very sorry for the inconvenience and annoyance this incident caused.

Because the payment for your stay was not eligible to earn the A|Club points I am authorized to credit your A|Club account in amount of 300 points (our average room rate is about 100€), because of your bad experience in our hotel.

Thank you again for your comments and having chosen our hotel. We hope that you will give us another chance to serve you and we are looking forward to our future cooperation.

On behalf of

Iva Nešvarová

General Manager

Hotel Ibis Praha Old Town