1-) Positive/Neutral- (Direct Plan) As General Managerof the extremely exclusiveChezPohopienrestaurant, you must respond to a yelp comment which was...
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1-) Positive/Neutral- (Direct Plan)

As General Manager of the extremely exclusive Chez Pohopien restaurant, you must respond to a yelp comment which was a scathing review of your restaurant. @FoodLVR, the Yelper, wrote expressing his disappointing experience with the service and the food. The Yelper went on to describe being ignored for 8 minutes without wait-staff help, receiving overly salted food, loud clientele, and music. 

The Yelper made no complaint during their dinner, yet felt compelled to give information about the dining experience on Yelp to let others know of their disappointment. Your job as General Manager, and as the voice of the restaurant owner, is to give a response which could be used on an actual Yelp response addressing their concerns AND builds goodwill for your restaurant. Follow the Direct Plan for Positive messages when composing your response. what a response you can give?


2-) Negative- (Indirect Plan)


You own an art co-op studio in Downtown Los Angeles. Several local artists display very large art pieces in your gallery for purchase. Your policies state explicitly that once art is purchased and removed from your gallery, there are no refunds or exchanges. You provide a very convenient service to your clientele; your professional staff measure the potential art-owner's space to determine if the art will fit in the designated space. 


A customer named Mary Smith purchased an art piece and declined to have the professional staff premeasure the space. She was certain the art would fit perfectly and proceeded to purchase the one-of-a-kind piece. Mary came to discover that the art is too large for the small townhouse they own. Mary emailed and asked for a refund. what an indirect plan message which could be used in a letter or email explaining why Mary will not be receiving a refund. The goal is to maintain goodwill and hopefully a return visit to your gallery. Remember that it is always good to offer some alternative or follow-up. Think about how you would feel if you received a "no;" always empathetic. what a response you can give?

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