Respond to a complaint and treat it as valuable feedback - 2

Dear Felix

I appreciated your valuable comment concerning the slippery walkways around our sales lot and was sorry to hear that you lost your footing and fell while viewing our vehicles last week. This has been a rough winter, and we have had to hire additional personnel to keep up with the snow and ice removal. Still, I thought the walkways were clean last week so I appreciate your calling this to my attention. We may need more supervision of our snow removal crew. I assure you the next time you visit our location the walkways will be clear and safe. Thank you for caring enough to tell us.

Regards
Lydia