Super Fit Fitness Centre
2/F
Lee Theatre Plaza
Causeway Bay
Hong Kong
10th February,2012
Chris Wong
Room 305,3/F
Old Wing
55 Chung Hau Street
Homantin
Kowloon
Hong Kong
Dear Mr. Wong,
Thank you for your letter of February 10. I am writing to apologise for the problems of our fitness centre.
We regret that our instructor is unfit and unprofessional. She was a supply teacher and we hired her to substitute another instructor who had broken his leg. Besides, she was not licensed which made her unprofessional and unfit. Your disappointment is understandable. We had already fired her and employed a better instructor who has a license and passed our medical examination. Please accept our apology. Moreover, we were shocked to learn that the instructor only taught you some very basic steps. However, I found out that the class you attended was an elementary class. That is why the teacher instructed you with too simple steps. We would like to correct this mistake by suggesting you join our intermediate or advance courses. For your complaint about the broken facilities, we would like to apologise for it. Our only aerobics classroom was destroyed in a car crash. Therefore, all facilities, like the mirror, the CD player were broken and the room was very messy. We are sorry for the inconvenience. We checked and repaired all the facilities. The room was also tidied up and reorganised. We always put emphasis on the quality of our services. So, let me assure you that the above three problems will never happen again.
It is regrettable that the tables, chairs and utensils in our canteen were all dirty and broken. We outsourced all the cleaning to a company but on that day, the workers from that company did not come. Also, the utensils that we ordered from a manufacturing company were not delivered on time. As a result, we did not have clean and complete utensils on the day you came. I am sorry that you are upset. We repaired all tables and chairs. In addition, we had bought new and more utensils for our customers. Besides, we apologise for the unhealthy food sold in our canteen. It is not our policy to serve suck junk food to our customers. We usually take great care with our customer’s health. We threw away all the unhealthy comestibles and started selling victuals that are good for our body, for example, salad. Furthermore, we are sorry about the impolite and lazy assistant. He was a disabled worker who is mentally handicapped. So, he has problems communicating with others. We would like to apologise for his attitude. We gave retraining to him and hired more assistants to serve customers. We always emphasise the standard of our services. Therefore, we are anxious to assure you that the above three problems will never happen again.
We sincerely apologise for the impolite manner of our irresponsible assistant manager. I understand you are upset about being treated so rudely. When I checked with him, he admitted that he had been very impolite and irresponsible to you as his girlfriend dumped him and he was very upset and frustrated at that time. He promised that he will call you and apologise personally. To ensure the quality of the services provided by our assistant manager, we had already issued both verbal and written warnings to him and extended his training period. We are committed to providing the best services to our customers. Therefore, let me assure you that the above problem will never happen again.
As the manager of Super Fit Fitness Centre, I am sorry about all the problems mentioned above and will take all responsibility for all of them. For your inconvenience, we would like to offer you free personal training courses. Besides, you will be offered food coupons and discounts when you buy food at our canteen. Moreover, I asked the assistant manager to write a written apology. Please forgive us and we are looking forward to seeing you come back. Please contact us again if you have any further criticisms or suggestions. May I once again thank you for taking the time to write to us.
Yours sincerely,
Pat Li
Pat Li