Send This Jerk The Bedbug Letter, Or, Sincerity Is Credibility
We do a lot of talking about credibility around here. Sometimes we expound on it, but we always strive to DEMONSTRATE it. When we screw up, and we do, we apologize publicly and do what we can to make it right. I know you all have stories about that, and if you want to put them in on the comments section, it’s always welcome.
But today I’m talking about a counterexample.
There once was a luxury train line. A businessman who’d booked passage on a business trip, weary from a long day, went to his sleeping car and pulled back the sheets, ready for a good night’s sleep, until he discovered that the sheets were literally crawling with bedbugs.
He reached his destination–probably exhausted now–and sent a letter detailing his fury to the president of the railroad.
He got a VERY nice apology letter in the mail. The president himself wrote, apologizing abjectly, saying the car in question had been taken out of service and fumigated thoroughly. Such things had never happened before! Personnel were discipllined! New procedures were instituted! Heads were ACTIVELY rolling as they SPOKE!
Sounds great, doesn’t it? Until you catch the rest of the story. The president’s secretary had accidentally included the businessman’s original complaint letter in the same envelope. Written across the top in the president’s handwriting?
Send this jerk the bedbug letter.
What do you think happened to that company’s credibility? These days, credibility is money, folks. I got that one out of the book by the same name by John Bear, Ph.D, but how many companies are sending “bedbug letters” this very minute?
Is your blog sending bedbug letters?
Popularity: 3% [?]
#1 by marcus@make money on on December 10, 2009 - 7:08 am
Great example of how companies patronize their customers. In my previous line a work for a major restaurant the actually took complaints very seriously. When ever the corporate office received a complaint about the service of our store, the store would be notified and the mangers would make sure the staff never made that mistake again.
#2 by Metal Briefcase on December 10, 2009 - 9:07 am
Amusing story. It is common practice for big companies to send generic letters/emails to deal with certain complaints. Usually they get away with it, but times like this shows how little they actually care.
#3 by wood beads on December 11, 2009 - 2:05 am
Sometimes company ignores complaints and show no care with it because they think only one person is complaining, too bad.
#4 by cashback creditcards on December 12, 2009 - 10:52 am
Now that's a funny and good example. The said truth is I feel like companies are become more and more like this within there customer service.
Great post!
#5 by Modern Street on December 13, 2009 - 4:01 pm
These days, with so much competition, the only way to get some breathing air is credibility.
#6 by rohn smith on December 14, 2009 - 9:15 pm
Now a days it is necessary for companies to improve their customer services.Other wise there are lot of companies providing same services but only thing make difference is their customer services,
#7 by Antalya evden eve na on December 15, 2009 - 6:48 pm
Good article. Can I use it on my blog?
#8 by glutamine on December 15, 2009 - 6:57 pm
Most of the apologies issued by these people are advised by public relations representatives. They're usually written out by someone from the PR department and then rehearsed, just like any other speech. Humans are self-serving creatures and for celebrities and politicians to publicly convey any regret for something that has brought attention to themselves is only for their own benefit.
#9 by Samanyolu dizisi on December 18, 2009 - 11:49 am
Very useful article. I want to use on my blog. When I use it I can give you backlink. Thank you admin.