Adjustment Letter

Adjustment Letter

You are working as an assistant manager at Luxmore Realty (Links to an external site.), a real estate agency in Vancouver, BC. It is one of many agencies that help people around Vancouver buy and sell homes. 

Recently, a Facebook post went viral, casting a negative spotlight on your company. It was revealed that one of your agents, Peter Yang, inappropriately took some fruit from one of the houses he was showing to his clients while the homeowner was away. The client happened to catch the incident on their CCTV, and posted on Facebook that Yang picked the garden clean and also encouraged the potential buyers he was with to follow suit. The story was then picked up by a range of news outlets, including  CBC (Links to an external site.) .

Luxmore Realty Managing Broker, Charles Zhou, responded immediately posting  an apology letter  on behalf of both his company and Peter Yang. However,  the damage has been done. You have now been tasked with replying to particularly irate clients who are now writing in about their disappointment with Luxmore Realty. You have authorization to offer reasonable discounts and vouchers.

Currently, you are responding to a letter from Hammond Ernst, who is living in suite 197 on 7078 Inlet Drive, Burnaby, British Columbia. Among other things, he wrote, "I was really pleased with my past experience with Luxmore Realty. I found your past realtors professional and respectful. Now I'm wondering if I should be checking if anything is missing from my house."

With the address above and your name as the sender, send an adjustment letter to help deal with the customer’s concerns. You need to deal with this unhappy client as professionally as you can.

You are encouraged to use Grammarly.com while drafting and proofreading your letter. :) 

PLAGIARISM NOTE: Do NOT copy ANY phrases from company releases or other sources. You may use the information, but you must use completely new wording for anything you say (remember, this is a writing course, not a copying course). If you take from sources without citing them, it’s plagiarism and will be reported as such. All submissions will be scanned through our plagiarism detection software.

 

GRADING CRITERIA

Address blocks	2 pts	Both return and inside addresses are complete and accurate
Subject line	1 pts	Subject line summarizes main idea concisely, accurately, and professionally
Salutation	1 pts	Salutation is appropriate and formatted properly
Opening Paragraph	3 pts	Meets all 3 of the following: Confirms receipt of letter along with date received. Summarizes customer’s issue professionally. Directly provides a positive response to issue.
Body	4 pts	Effectively responds to customer both concisely and completely while keeping careful organization of paragraphs. Uses only positive or neutral language with a present and future focus.
Concluding Paragraph	2 pts	Conclusion summarizes message and provides necessary follow-up information. Not too long or brief.
Closing	1 pts	Closing is appropriate and formatted properly
Signatures	1 pts	Both written and typed signatures are present.
Enclosures	1 pts	References any enclosures
Tone	2 pts	Tone of message is positive, professional, and sympathetic
Proofreading	4 pts	Message appears to have been proofread carefully, with no noticeable errors with punctuation, spelling, grammar, or capitalization.
Formatting	2 pts	Letter follows all North American formatting conventions.