Dear Mr. Wong,
After reading your letter, we were shocked to learn about your unpleasant experience with our aerobics class, snack bar, and assistant manager, and I understand you are upset and dissatisfied. I have checked with our team, and I am writing to offer you our sincere apology.
First of all, regarding the snack bar. I have checked with our assistant at the snack bar and our janitor about the hygiene and advice they gave. We realized that the janitor is getting old and tired and is no longer fit for the job. We have hired a new janitor and are in the process of hiring another one to help. As for the assistant, he usually does his job pretty well. He was just not quite used to giving out advice and panicked. We have taught him more about the food we offer so that he could provide better guidance and opinions regarding the food at our snack bar in the future. We are sure that doing this can help turn the snack bar into a more comfortable and suitable place for people to rest and dine.
Unfortunately, I must point out that your experience in the aerobics class was simply due to a little accident and some misunderstandings. The mirror was broken since in the previous lesson, a student had an accident and broke the mirror. Since there was not enough time to find another mirror and replace it, we used tape to ensure the safety of our students. This mirror has already been replaced by a new one, and something similar will not happen again. As for the unprofessional instructor, she was a substitute that the original instructor we hired called in without us knowing, which is why she seemed unfit and unprofessional. However, getting a replacement without us knowing violates our code of conduct, and the original instructor has been fired. It shocks us that we did not notice the instructor was not the one we hired, and we have tightened our security measures to ensure the customers’ and our employee’s safety.
We have checked with our assistant manager, and his response to your complaints in your phone call was unacceptable. We aim to make customers feel welcomed, but his response was nothing but rude. However, he is a great assistant manager and has been awarded Best Employee of the Year for two years. He was going through some problems that day, which is why he had such a bad attitude. We have given him a short holiday to take care of his problems. He now knows not to take his frustration out on customers, and a similar situation will not happen again.
We are committed to providing a safe, comfortable and enjoyable environment for customers to exercise. We acknowledge our error and will take every step to ensure that this will never happen again. For your inconvenience, we would like to offer a partial refund, and we hope this incident will not affect your confidence in our fitness centre.
Yours sincerely,
Pat uwu
Pat Li
Manager
Super Fit Fitness Centre