Respond positively to negative feedback - 1

Dear Felix

Thank you for taking the time to tell us about your unfortunate experience with the Springfield Fire Department. I am sorry to hear about your losses in the house fire, and I regret that you were not satisfied with the performance of our fire fighters. I have scheduled a meeting with the Fire Chief and the Battalion Chief from the main station to discuss your comments.

We are particularly concerned about the delay in response time, and we will be investigating the details of the fire in the coming weeks. We have a firm commitment to the citizens of Springfield to make this fire department more efficient at the job of saving lives and property. Thanks again for your helpful suggestions on ways to improve our record.

Regards
Lydia