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.”
Tags: apologies, cafe gibraltar, caring, customer service, customers, dining, feedback, mea culpa, passion, responsive, restaurant
Glenn, Customer Service Experience 6. Graham, Strong White Papers 7. James, Men With Pens 8. Janice, Painting a Day 9. Sonia, Remarkable Communication 10. Steph, In Other Words 11. Steve,All This ChittahChattah12. Wendi, Life’s Little Inspirations 13. BONUS 1 (You know I can’t stick to thanking 12 people): Brian, Copyblogger (I’ve said it before, MCE wouldn’t be here without him) 14. BONUS 2:
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