As assistant to Joseph A. Morgan, Regional General Manager at ProCar Rentals, you read a shockingly irate complaint letter from a corporate customer (See Radical Rewrite 6.4) addressed to your boss. April Schmitz-Fidalgo, Sales Manager for KPC Construction, Inc., in Tucson, Arizona, has angrily detailed her tribulations with your company’s Colorado Springs Airport branch. Apparently, she and a colleague suffered long delays in obtaining their rental car. To compensate for the late car delivery, the customers received complimentary use of a navigation device, a $180 value plus taxes and surcharges that add up to another $60. However, at the end of their rental period, their bill reflected the full cost of the GPS. After multiple phone calls to the Colorado Springs Airport branch as well as to ProCar Rentals corporate offices, Ms. Schmitz-Fidalgo apparently was finally able to have the $180 credited to KPC’s business account. However, soon she realized that the $60 levy had not been credited. Mr. Morgan asks you to investigate what went so terribly wrong at the Colorado Springs Airport location. You learn that the branch is an independent franchisee, which may explain such a laxness in customer service that is unacceptable under corporate rules. In addi- tion, you find out that the branch manager, Jeffrey Blackson, was traveling on company business during Ms. Schmitz-Fidalgo’s rental period and then left town to attend two management training seminars. Mr. Morgan is concerned that ProCar might lose this disap- pointed customer and decides to offer discount vouchers for KPC’s next three rentals at 20 percent off each, valid at any U.S. branch.

Your Task. Write a polite adjustment letter to April Schmitz-Fidalgo, KPC Construction, Inc., 5900 East Speedway Blvd., Tucson, A­ Z 85711 to secure the customer’s goodwill and future business.