After the events of my last LJ post, I sent a snail mail letter of complaint to the offending place of business.
Three days later I was surprised and delighted to get a response by e-mail. The response said, in part:
I have since conducted a meeting with all department heads at this dealership. I want you to know that I have identified the perpetrator of the act referenced in your letter and already have terminated him.
This behavior is absolutely not tolerated at our dealership. The ignorance demonstrated by this act is the very heart of so many problems in our society today.
On behalf of our company, I would like to personally apologize for this incident.
(snip)
Again, please accept my apology and rest assured that I have taken steps to ensure this never happens again.
I’m not only mollified, I’m actually pretty impressed by the response. This is a great example of how to take a customer service disaster and turn it into a positive.
Though, truth be told, I have twinges of guilt that I’ve done something that has caused someone to be fired. But then I think about the black tape again and suddenly I don’t feel very guilty.
Anyway, I thought I would share. If I’m going to harsh on a company in one post, the least I can do is dole some praise their direction when they make amends.
Awesome! You did right to write your letter, and the company did right to address it. And maybe the former employee will think twice before committing another discriminatory act.