Read this letter followed by the response.
Dear Car Dealer:
I am very upset with the service that I received during a recent trip to your lot. A salesman immediately targeted me while I was trying to look at the cars. When I said I was just looking, he persisted and went in to a sales pitch regarding the car I was looking at. After repeatedly telling him I was just looking, he stormed off and huffed at me. I don’t appreciate being pressured, and this sales associate was incredibly annoying. No one likes to be pestered. I will not be buying from you.
Thank you,
Upset Customer
Dear Upset Customer:
Thank you for contacting us. We want to express our apologies at your experience and hope that you do reconsider the decision not to purchase from us. Our associates work on commission, but they are advised never to pressure customers, and that type of behavior is unacceptable. We will continue to train our employees to do better, and hope to see you return soon. If you choose to do so, I will give you my personal guarantee that you will not be hassled or pressured in any way. We hope to see you soon.
Best wishes,
Car Dealer
What is the key difference between the letter and reply?
