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]Mr. Sattwik Biswal is renovating his apartment. He bought some

wood varnish from OceanFloor Paints. Later he complained in
writing that his furniture got damaged due to the paint.

] The following letter illustrates how the Customer Relations

Manager of OceanFloor tactfully presents the refusal with all the
courtesy.
 ÷ovember 16, 2010
Mr. Sattwik Biswal
Flat # 208, ͞Colosseo Ventures͟
Marathahalli, Bangalore-560 037

Dear Mr. Sattwik

Refinishing your home is a very rewarding experience. Doing the work yourself gives you the satisfaction
of a job well done and allows you to do everything exactly as you want. OceanFloor Paints is always
happy and stands ready to offer the products and advice necessary for you to achieve a professional
result.

OceanFloor Paints are guaranteed to provide a  1 2 1
 22 3  

,212  . One of these specifications, described on the labels of our latex- base paint cans, is that
latex paint be applied over a base coat when used to cover raw wood. When a base coat is used, the

1& & & "& ,    " 412 2 & ,,"
 2 23 
,"3We are sure you will be as pleased with your woodwork as you are with your walls when a base
coat of Cover-all alkyd-base is used.
We appreciate your use of OceanFloor products and wish you the best with all your
refinishing projects !" 1"1 2  2 us if we can be of any additional help.

Sincerely,
Prasun Chowdhury

Customer Relations
OceanFloor Paints
 / 2" 

] on business, bad news is a reality.

] Delivering bad news: never a pleasant experience.
] Avoid burning bridges.
] Business relationships run their course.
] Empathize: the letter, it͛s language should be reader-oriented as apposed to
writer-oriented.
] The key to delivering bad news is trust.
] The letter should not be deceitful or lack credibility.
] Should leave the door open for future relationship.