E-mail #1

To: Carolina Burnett
From: Bill Frank
Date: January 15, 20—
Subject: Balance Due

Carolina,

I sent you this reminder in January and am concerned that I haven't heard from you. First of all, I saw you as a courtesy to Suzanna Briner, and because she referred you I did not ask for a credit card, as is our usual custom.

Second, I have a genuine concern about you and have inquired several times as to how you're doing with no answer. Third, your balance of $1300 still remains. Will you please contact me immediately to discuss the past due balance?

Thank you,

:Bill

E-mail #2

To: Bill Frank
From: Carolina Burnett
Subject: Balance Due
Sent: January 20, 20—

Bill,

There must be something wrong. You billed me on Oct 10 for $1,300 which I paid (see below). I have not used any of your services since or seen you. How could I owe you $1,300 more?

Carolina

E-mail #3

To: Carolina Burnett
From: Bill Frank
Sent: January 30, 20—
Subject: Apology for error . . .

Carolina,

I'm sorry I did not receive your e-mail of January 20 questioning the remaining balance on your account. Otherwise, I would have reviewed it carefully. All I had was our accounts receivable statement showing an additional $1300 due. Just now, I revisited your file, and the time we originally invoiced ($1300) is correct. I apologize for the error—it is our mistake.

By the way, you alluded to a charge for the "Career Blueprint."  There is never any charge for the blueprint, per se; it is a FREE article on our website. "Career Blueprint" is simply my shorthand for the notes I took on 10/09: "intangible complex sales, close to the action, manage a diverse group"-those kinds of things.

We will get a better handle on our accounting so this doesn't happen again—and we offer you a free visit to ExecuNet, if you ever want to network with high-level executives.

I hope this resolves the matter for everyone.

With best wishes,

:Bill