CaseYoure $[$use your own name$]$ about to start your own small accounting business $[$make up a name for your company$]$ with a partner. Youve rented an office, arranged office cleaning, and remembered to place a printing order. Youve thought of everything! You made sure to hire a company, Websites Inc., to set up a website for your business. Youd arranged a lot of the website details via email. For instance, on Nov. $2$ youd emailed them your companys contact information and opening hours for the website. However, youd set up a meeting for Nov. $4$ at the website companys office, to look at some design options and choose one.In this Nov. $4$ meeting with the Websites, Inc. designer $($Ms$.$ Lettie Snow$)$ she showed you a variety of website design themes. She seemed quite nice and helpful, but obviously very stressed and busy. She clearly wanted the meeting to go quickly and seemed rushed. She showed you one design theme that she clearly really liked but you especially hated called Avant Gardeit seemed way too busy and colourful for your potential customer base. Luckily, she also showed you a design theme that you absolutely loved: Executive Class. You told her you wanted it$.$ In the meeting, you also told her youd made some little changes to your companys opening hourstheyre now different than the information you emailed on Nov. $2.$ She jotted down the new hours quickly on a post$-$it note, and you left.You knew to confirm details in writing, especially since the meeting seemed so rushed. Thus, you made sure to send an email that very same day to Ms$.$ Snow specifically to confirm everything from the meeting, like your choice of the Executive Class website design theme and the new opening hours for the website. You were kind of hoping shed reply to your email, but she didntmaybe shes really busy. However, you dont have any doubts that she got the message. Your email program has a great feature called read receipt, so you get a message right away when somebody opens an email you send. Thats how you know for sure that your email confirming everything was definitely opened up on Nov. $5.$Today, only two days before your website was supposed to launch, you get a generic email from Websites Inc. with a link, asking you to do a final check that the website is ready. You click on the link and are NOT happy! The website is in the Avant Garde design theme! Whats more, the opening hours are the old onesnot the new ones from your meeting with Lettie Snow! At least the rest of the website is right, with everything else youd asked forit looks wonderfully well organized and complete!Here is the claim email:To: LettieSnow@websitesinc.comSubject: Request for Website CorrectionAttach: email $1.$pdf; email$2.$pdfDear Ms$.$ Snow,The website for my company doesnt fully match the details we discussed on Nov. $4,$ which I confirmed via email. Please correct the website to use the Executive Class design theme and also change the opening hours to match the information in my Nov. $4$ email to you.On Nov. $2,$ I emailed Websites Inc. my companys contact information and opening hours for my website. As you may remember, on Nov. $4,$ we met to discuss and finalize my company website design. You presented several interesting design theme options, including one called Avant Garde, and I chose the Executive Class theme. Also in that meeting, I mentioned that my companys opening hours would be different than in my Nov. $2$ email. You made a note of the new opening hours information during our meeting.Later that day, I sent an email $($please see attached$)$ to confirm the website details, including the Executive Class design theme and the new opening hours. To ensure you received the email, I had my email program send me a read receipt message when the email was opened. I received this read receipt message on November $5($see attached$).$ Today, I received an email from Websites Inc. with a link to my companys new website. However, when I checked the website, I found that the design theme was the Avant Garde theme $($rather than the Executive Class theme Id chosen$).$ In addition, the opening hours on the website do not match the details I provided in our meeting and in my confirmation email on Nov. $4.$Could you please revise my website to correct the design theme and opening hours by Dec. $4?$ The website was originally scheduled to go live on Dec. $5,$ and I would like to keep the same launch date. Im very pleased with the websites organization, and I look forward to seeing the finished version.Sincerely,Susanna SeussAwesome Accounting$666-555-4444/$ susanna@awesome.com $/$ www$.$awesome.comAdjustment Case ScenarioYoure now Ms$.$ Lettie Snow, a designer at Websites Inc. You received the above claim email from a client. Youre horrifiedhow could this have happened? To make this client happy in your adjustment email message, youll need to do the following $($make up whatever information would be reasonable, professional, and effective for the situation$)$:Use the claim message to guide you about what to do $($and what not to do$)$ in the opening, middle, and closing of adjustments.Grant the claim $($give the customer what s$/$he wants$).$Regain the customers confidence fully and thoroughly $($e$.$g$.$ quality control, explanation, future improvement$).$ You can decide whether the situation was your companys fault, the customers fault or some other partys fault, as long as you dont change the facts of the claim case above.

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