Stoval Home Products Case Https://Secure-research-payment.com/Beta/Writer/Writer_order_detail/Index/A2024221 Thank You

¶ … Stoval Home Products case https://secure-research-payment.com/beta/writer/writer_order_detail/index/A2024221 Thank you for using our product and contacting us with your concerns regarding the stain on your white Sportique jacket. At Stovall, we pride ourselves on researching every customer problem and responding accordingly. While we have every confidence in our product, White-n-Brite Liquid Bleach, the product is not effective if not used in accordance with the directions on our label and on the labels of the products being laundered.

In this case, the care instructions for the Sportique jacket indicate "Do not use bleach." I have verified this with the manufacturer SporTTogs. White-n-Brite's label instructs that customers that they should "always check manufacturers' care tags and directions for cleaning instructions." In addition, you pointed out that you used our bleach "in the treated areas around the stains." White-n-Brite's label states, "Do not use White-n-Brite Liquid as a spot remover," thus we can not pay your claim for damage to your jacket.

Nevertheless, we are fully committed to you as a customer and we would like to help you restore your jacket to its prior condition. Our Laundry Products Lab suggests the following procedure: 1) Mix one gallon of cold water, two tablespoons of sodium sulfate (can be purchased at a drugstore or photo supply shop), and half cup of white vinegar. 2) Immerse the entire jacket for twenty minutes. If one batch of the solution is not sufficient, double the batch.

3) Rinse thoroughly by hand or in your washing machine's rinse cycle with water only. 4) Hang jacket to drip dry. If you'd prefer, you could opt to send the jacket, at our mailing expense, to the Laundry Products Lab and they will try a wider variety of processes to eliminate the stain. If you choose this option, however, it may take several weeks to return the jacket.

Because we appreciate your feedback, we have included a few booklets you might find useful, including White-n-Brite Tough Stain Tips and Delicate Fabrics Home Care Guide. Also please accept the enclosed coupons for use on some of our new products.

Cordially, John Smith The case study, "Stovall Home Products: Practicing Prudence to Avoid Liability," features a customer who has complained that her use of a Stovall product, White-n-Brite Liquid Bleach, has led to an irreversible stain on her jacket and asked for the company to compensate her for a new one. After research, it is apparent that the customer did not follow the care directions on the jacket or the bleach, and thus was liable for the damage herself.

However, as is stressed in the case study, it is crucial to keep every existing customer and, as such, a polite but clearly worded letter needed to be sent which put forward Stovall's assertion that it does not have liability for the damage, but also that they are willing to help the customer remedy the damage in a few specific ways. In drafting the letter, it was important to stay concise, on message, and maintain a cordial air.

The individual customer is an important component in the success of any business. This is evident in the long-standing relationship that Stovall has had with consumers. The letter needed to convey respect but also professionalism, so care was taken to have the letter adhere to proper business letter formatting, including key components like: return address, salutation, body, and closing (Christensen).

This has the immediate effect, when the customer opens the letter, of letting her know that her complaint has been taken seriously by the company and has reached the appropriate person to address her situation. The response letter needed to begin with a friendly greeting which showed, right off the bat, that the company is both appreciative of the customer's direct communication and is willing to address it thoroughly and with utmost care.

A buffer was used to open the letter, with the goal of "establish[ing] rapport by being positive" (Bowman). It was also important to assert at this point that it is a goal of Stovall to treat customers well. Given that her claim will ultimately be refused, it is critical that the customer not think that she and her business are disposable to Stovall. Next, it becomes necessary to address her complaint directly and provide concrete evidence as to why Stovall has no intention of paying it.

To effectively reject the claim, there were three main rhetorical tactics used: 1) direct quotes from both the Stovall label and the Sportique label and indication of how the customer failed to follow those instructions, 2) information regarding research into her claim, including the fact that experts such as the clothing manufacturer and the Laundry Products Lab were consulted, and 3) a.