S
system
Guest
I got this scathing email last night. Similar to many complaints, this one is blown way out of proportion. Here it is in it’s entirety:
Dear xxxxxxx,
We’ve recently moved into xxxxxxx from another city. Yesterday we received a letter from your business consisting of a menu, welcome letter, and a free 1 pizza gift certificate issued by Heather for moving into the neighborhood I guess.
This evening we decided to use it and give your pizza a shot, especially after you took the time and concerns of sending that to us. Being it was our first time ordering from your pizza business we had the worst experiences I’ve ever experienced with a business such as yours.
I’ve also decided to do an online journal/website about Bethlehem since I’ve never lived here before and experience it with others. I plan on posting these experiences with as many people as I know and requesting my parents and everyone I know to pass this along. We’ve lived here a month and have been buying from your competition. The business we always buy pizza from is who I’m referring EVERYONE I know or talk with to go to. They will be getting any potential business from me as I will inform everyone I know about them being the greatest. This is your loss, their gain.
Sincerely,
My response will be:
Thank you for taking the time to contact me regarding your experiences Sunday evening. While many businesses dread complaints, we use them to learn from.
Because of the volume of our business, asking customers to hold on a minute is a necessary evil. The conversation you heard was between customers. Before I open today, I will have new phones in place that will allow us to put someone on hold. If you waited for 5 minutes, I sincerely apologize.
As the person who took your order explained, we were having trouble with our phones, and this is why you were asked to call back.
If you try us again, I?m sure you won?t be disappointed. We have over 2,000 satisfied customers currently in our database. We?ve been in business just shy of 10 years. We have a wonderful reputation in the community. We make food donations to organizations within the township several times a month, every time we?re asked.
As a business owner, I?m sure you?ve had a situation or two in which, to spite you best efforts, things didn?t go exactly as planned. I urge you to try us again. I?ll put a gift certificate in the mail for you today; your next order is on me. If we disappoint you again, feel free to trash us to anyone who will listen.
Thank you again for taking the time to contact us. If there is anything else that I can do to remedy this situation, please feel free to contact me.
Anyone have any other ideas?
Dear xxxxxxx,
We’ve recently moved into xxxxxxx from another city. Yesterday we received a letter from your business consisting of a menu, welcome letter, and a free 1 pizza gift certificate issued by Heather for moving into the neighborhood I guess.
This evening we decided to use it and give your pizza a shot, especially after you took the time and concerns of sending that to us. Being it was our first time ordering from your pizza business we had the worst experiences I’ve ever experienced with a business such as yours.
- I called, the individual who answered the phone was very rude about requesting to
place me on hold… I was like maybe he’s just having a bad day; so I said sure. - I was on hold more than 5 minutes before hanging up.
- While being placed on “hold” I overheard 2 individuals talking pretty loudly over
playing a card game tomorrow and drinking booze. - We called back 5 minutes later and the gentleman asked if we would hang up and
call right back. We were like whatever so we did. - We called back and the gentleman took our order, before finalizing the order he
said there’s an $8.00 minimum for delivery. We were going to order something else
but the gentleman was very rude about it.
I’ve also decided to do an online journal/website about Bethlehem since I’ve never lived here before and experience it with others. I plan on posting these experiences with as many people as I know and requesting my parents and everyone I know to pass this along. We’ve lived here a month and have been buying from your competition. The business we always buy pizza from is who I’m referring EVERYONE I know or talk with to go to. They will be getting any potential business from me as I will inform everyone I know about them being the greatest. This is your loss, their gain.
Sincerely,
My response will be:
Thank you for taking the time to contact me regarding your experiences Sunday evening. While many businesses dread complaints, we use them to learn from.
Because of the volume of our business, asking customers to hold on a minute is a necessary evil. The conversation you heard was between customers. Before I open today, I will have new phones in place that will allow us to put someone on hold. If you waited for 5 minutes, I sincerely apologize.
As the person who took your order explained, we were having trouble with our phones, and this is why you were asked to call back.
If you try us again, I?m sure you won?t be disappointed. We have over 2,000 satisfied customers currently in our database. We?ve been in business just shy of 10 years. We have a wonderful reputation in the community. We make food donations to organizations within the township several times a month, every time we?re asked.
As a business owner, I?m sure you?ve had a situation or two in which, to spite you best efforts, things didn?t go exactly as planned. I urge you to try us again. I?ll put a gift certificate in the mail for you today; your next order is on me. If we disappoint you again, feel free to trash us to anyone who will listen.
Thank you again for taking the time to contact us. If there is anything else that I can do to remedy this situation, please feel free to contact me.
Anyone have any other ideas?