Now that’s passion for customer satisfaction
A number of months ago we had an unfortunate experience at the usually stupendous local restaurant, Cafe Gibraltar. Our reservation, made long in advance for dinner with out-of-town visitors, evaporated. The error was theirs but I was made to feel as if I was somehow in the wrong, and it really created some awkwardness on what was supposed to be a special dinner.
I wrote a letter about it and didn’t hear back until recently. But wow, what a response!
Some times we make mistakes, as is human, but not properly dealing with our mistakes is unacceptable. We are only as good as those who represent us.
Seemed a good time to post a great apology after Sunday’s NYT piece about the Southwest employee who is in charge of writing apology letters to passengers – the “senior manager of proactive customer communications.”