While it seems that more companies get it when it comes to responding personally to customer inquiries, others simply do not. I remember I sent an email earlier this year to the United Airlines CEO ([email protected]) to let him know about the dilapidated condition of the United Terminal area in Orlando (wires coming off the exposed ceilings, dust being blown throughout the terminal, etc.). Ten hours later, I had a personalized response from an Executive Customer service person:
"First and foremost, please accept my apologies that we did not serve you better. We realize that at times we are not doing as well as we should be in assisting our guests and we have no excuse for the poor treatment you report. Our Gate Agent certainly could have done more to acknowledge the situation, to be empathetic and to better assist you. I have shared your comments with my colleagues responsible for Customer Service and Airport Management Operations at Orlando airport so they understand how these experiences felt from your point of view and so they can follow up with their teams to ensure improved handling of your travel needs in the future. All of us at United value hearing about aspects of our operation that work for you - as well as where we can further improve. Your candid feedback allows us to learn from them."
Whatever you think about airline service, I thought that this was pretty responsive. There was also the time as a 10-year old, I sent a 6 page handwritten letter to my baseball idol, Ron Guidry, and all I got back weeks later was a picture with a signature that did not look all that original. Maybe I should have been happy with that. For some reason I thought he would answer all the questions that I posed about how I could become a major league picture too. I even thought he might toss in a few tickets for my extraordinary efforts. All was forgiven, however, when he went 25-3 with a 1.74 E.R.A. in that magical 1978 season.
Here is a heartwrenching story about a man whose very personal letters and calls to a student lender went unheeded. The good news (if there is any) is that once this story broke today, the lender promptly fixed the situation. Let's hope policies are instituted to prevent this from ever happening again.
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