You: _______________________

Your client wants to discuss the complaints you had last year. You think this is a good idea, and suggest bringing along some of the letters you have received from dissatisfied customers.

Client: Perhaps we could look at any complaints you had last year and see if there are any problems we can sort out.
You: ___________________________________________

4) Your client suggests that he may have to raise prices; this is absolutely unacceptable. Say you understand his point, out might consider booking more rooms instead.

Client: Now, as I am sure you know, the changes in the exchange rate mean that there will have to be a modest increase in our charges, or we'll end up losing money.