Estate+by+Mac+Micheal+and+Beatrice

Email one: To:Becky Chan (Accounts Department) From: Jan Wong (Estate Officer0 Date: 28 Ocboter 2010 Subject: Complaint about Estate Management

Hi Beck y: (do not use colon here) Just to let you know I just got a letter complaining about our estate management. It would be great if you could come up with some suggestions.

The writer, Ellen Ma, mentions three problems: 1. the new garage collection system 2. consultation prior to scheme introduction 3. Staff attitude

I think the first problem is because of the inappropriate design of our garage collection system. The second problem is probably due to lack of communication between management and residents. The last one may be due to lack of training to our staff.

Do you have any ideas about the above problems. Reply to me asap.

Cheers Jan

Email two:

To: Richard Chan From: Jan Wong Date: 28 October 2010 Subject: Complaint about the Estate management Dear Mr. Chan

I have received a complaint concerning our estate management. The resident pointed out several problems: 1. the new garage collection system (noun phrase) The resident complained about the inconvenience of rubbish disposal and the potential security problem upon the loss of key. I suggest we redesign the refuse room and the collection system such that a password instead of a key is needed to access the room. 2.consultation prior to scheme introduction The complainant also expressed dissatisfaction on the lack of consultation with residents prior to new scheme introductio ns. A possible solution would be to enhance communication between the two sides by appointing a connecting person among the residents. In this way we could better hear from our customers. 3.staff attitude The third problem relates to the rudeness and unhelpfulness of our staff in the management office. I recommend in the future we provide more training to our staff on how to deal with customers politely.

Pehaps in ways of compensation we can lower our management fee for the next year for our customers. (all customers?)

I hope these suggestions are satisfactory. Please kindly inform me of your decsion.

Regards Jan Wong

Letter 1:

The estates Manager Collier Estate Management Ltd 22 First Street Ma On Shan

1 November 2010

4/F Richland Court Ma On Shan

Dear Ms Ma **Re: Suggestions for our estate management** (use of capitals) I am writing on behalf of Collier Estate Management Ltd to apologise for the matters you mentioned in your letter dated 3 February 2010. We have investigated your comments and would like to inform you of the following improvements.

First, concerning the issue of the new garbage collection system, the risk of losing the keys might cause inconvinience to you. (do not tell the customer what they already know) After taking your suggestions into consideration, we contacted the system provider for technology improvement. Finally, we have made the system a digital one that you can enter the collection room by just typing a password. In order to keep the password safe, we will also change the password regularly and keep you informed by telephone or e-mail.

Regarding the concultation issue, there was not much time before we made decisions in the past. (unclear) We suggest that maybe a concultation system could be built and the residents can elect a person to be a representitive for giving suggestions and feedbacks of our decisions.

Finally, about your concern to the staff, we would really like to apologise. We will organize training programmes to improve the service quality of our staff and a bonus-linked scoring system will be built so that residents can score the staff and the staff will be motivated to provide service with the best quality.

I hope you will find the above suggestions and improvements satisfactory. As a compensation for the inconvenience caused, we would like to offer you a 10% discount for the management fee for the coming year.

Thank you for your continued support of our management team.

Yours sincerely

Richard Court

Encl.