Estate+by+Max+Phillip+Dale

Part 1 Remember the To, From, Date and Subject line

Dear Becky I’m writing to inform you that I recently received a letter complaining about our service in the Richland Court. It would be great if you could help me think of some solutions. (Too formal) The complainant, Ellen Ma, talked about three problems. The first matter was about our new garbage collection system. She thought it was very inconvenient for those residents to share only one key. The problem came when they lost their key during the last New Year Eve, when we had no staff in the office. She also raised some concern over the possibility of robbery if the key was stolen. Besides she expressed her dissatisfaction on our introduction of new system without prior consultation. I thought this was probably because she had not seen our notice posted by the door of each building. Lastly, she complained that our staff in the Management Office was rude and unhelpful. I think we need to bring this issue to the manager there. Could you give me some ideas on finding solutions to the above problems? I’m thinking of adding one more key for backup. I would be really happy if you could write back to me ASAP. Cheers, Jan

Part 2

1. Unable to Dump the Garbage
===The problems with inability to dump the garbage appear to be because that our office is closed during the Chinese New Year Festival. A possib ility solution would be to give the security guards some spare keys.===

3. Scheme Consultation
===Introducing schemes without consultation with residents seems also to be a problem. In future, we should ask for the comments of residents before introducing a scheme, e.g. sending questionnaires to residents.===

Jan Wong
Part Three:

Addresses needed

Dear Ms Ma

** Improvements in Our Services **

Thank you for informing us of your experience regarding the recent management services. Please accept my sincere apologies for the inconvenience that has been caused to you.

After checking our office schedule during the Chinese New Year, I found that there should be one staff on duty each day. But the office was temporarily moved to the security’s room with a notice written on the security’s door. Next time we will also put a notice on the office’s door when we need to move the office temporarily.

I can understand your concern concerning the issue of lost keys. Actually we have already enhanced the security system by separating the back stairs with garbage room. In order to avoid the potential inconvenience caused by losing the key, we will soon replace the key with a passcode assigned to each household. (not mentioned in earlier email)

The consultation was exempted because our company wanted to build up the new garbage collection system, which we believed to be beneficial, before the Chinese New Year. But the formal consulting procedure would take up to 2 months. In order to finish the garbage collection system project as soon as possible, thus creating a better environment for residents, we started the project with the approval from the relevant regulators. But next time we will put more attention to studying opinions from residents and bring new projects to the residents’ committee, because our unchanged aim is to provide the best service to create an enjoyable residential environment.

(Linking) I believe the staff you have mentioned was newly recruited and he was still in the training program. I assure you that we will provide more professional and interpersonal training to our employees.

In order to rectify the situation (which situation), we will offer you a 5% discount on the management fee for next month. I must apologize again for the inconvenience occurred. I hope you will be satisfied with our improved service.

Yours sincerely Jan Wong