From: GaryHou@quickclean.com.hk
Sent: xx-xx-2015
To: MaryChoo@goggles.hk
Subject: Dirty Office: Our apologies

Dear Ms Choo,

I refer to your email dated xx-xx-2015 regarding the quality of our service. We sincerely apologize for any inconvenience caused. We agree that the promised high standard of our cleaning service was not met in this instance.

As a result of our investigation, we found that the assigned cleaners were newly hired and there was a misunderstanding concerning their work arrangement. The workers were not aware that they had to clean the toilets after your office closed at night and they also did not know that they had to respond to urgent cleaning tasks from 9am onwards. On receiving your email, a special meeting was called this morning to inform all supervisors of this incident. More importantly the supervisors were told to strengthen their communication with the workers and to make sure that the new workers fully understand their work schedule. We would be pleased to reimbursed you for the $2600 extra cleaning charge. Please send the receipt to me and I will personally attend to it.

As for the other matter you mentioned, we must point out that our company has hired both old and young workers. All workers are all well-trained to provide high quality service to our customers.

We understand how disappointing it may be when your expectations are not met. We assure you that this will not happen again. Thank you for selecting our company and we promise we will keep your office clean and tidy.

Yours sincerely,
Gary Hou
General Manager
Quick Clean Ltd

From: Gary Hou@quickclean.com.hk
Sent: xx-xx 2015
To: Mary Choo@goggles.hk
Subject: Dirty Office -- Our Reply

Dear Mary,

With reference to your email dated xx-xx 2015, we are extremely sorry for your unhappy experience. We understand how frustrated you were when