Reply to complaint of non-delivery

Note how this letter is both apologetic but firm. Though Baden accept responsibility for the problems Forham face in delivering their consignment to their Greek customers, Herr Zeitman rejects the threat of legal action by drawing Mr Blackburn's attention to a clause in their contract staling that the company will not be responsible for 'unforeseen circumstances that arise'. However, Herr Zeitman is flexible enough to realize he must not antagonize his customer, so he allows Mr Blackburn the opportunity to cancel the order if he can make other arrangements.

Therefore, the two main points this letter makes are - first, do not commit yourself to contracts unless you are absolutely certain they can be fulfilled. Second, always try and be as flexible as possible with customers or associates even if you are in a strong position; it will improve your business reputation.

E. F. Baden AG

Zulpicher Str. 10-20, D-4000 Dusseldorf 11

Tel: (0211) 38.34.06/09 Fax: (0211) 3B.34.271 Telex: 032651

Mr M. Blackburn 29 June 200-

Forham Vehicles PLC

Lever Estate

Scarborough YO 11 3BS

Dear Mr Blackburn,

Thank you for your letter of 20 June concerning your order (No. VC 58391) which should have been supplied to you on 3 June.

First let me apologize for your order not being delivered on the due date and for the problems you have experienced in getting in touch with us about it. But as you may have read in your newspapers we have experienced an industrial dispute which has involved both administrative staff and employees on the shop floor, and as a consequence has held up all production over the past few weeks.

I can tell you that the dispute has been settled and we are back to normal production. There is a backlog of orders to catch up on, but we are using associates of ours to help us fulfil all outstanding commitments: your order has been given priority, so we should be able to deliver the dynamos before the end of this week.

May I point out, with respect, that your contract with us did have a standard clause staling that delivery dates would be met unless unforeseen circumstances arose, and we think you will agree that a dispute is an exceptional circumstance. However, we quite understand your problem and will allow you to cancel your contract if it will help you to meet your own commitments with your Greek customers. But we will not accept any responsibility for any action they may take against you.

Once again let me say how much I regret the inconvenience this delay has caused, and emphasize that it was due to factors we could not have known about when we accepted your delivery dates.

Please phone or fax me letting me know if you wish us to complete your order or whether you would prefer to make other arrangements.

I look forward to hearing from you within the next day or so. Yours sincerely,

R. Zeitman

R. Zeitman

Managing Director