My last post included a copy of an email I sent to one of Keynote's regular vendors, giving him some, uh, "constructive criticism". We've had great experiences with this company before, so I was pretty sure I'd get a positive response again.
And I did. Here is an edited version of the response:
I just landed and got your email. (....) but due to a death in one of my (team members') family I have fallen behind. I do apologize for the delay and appreciate your business.
Will I do business with this company again? You bet I will. A (relatively minor) mistake was made, the company responded right away, accepted my feedback graciously, apologized, and thanked me for my business. That's how to do it right.
They could have waited to respond, or ignored my feedback, or made excuses, or turned the criticism back on me, or skipped the apology, or a variety of other sloppy responses. That's how to do it wrong.
Instead, they did something exactly right.
I am feeling Enchanted.
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