Customer Service 101

Just been forwarded an exchange of e-mails, which is doing the rounds, The two key e-mails are these:

From: Steve Hausman
To: ‘Events Team’
Sent: Wednesday, November 15, 2006 4:06 PM
Subject: RE: Quote #00002417; from The Great Marquee Company Ltd.

Hi Klaus

Paula and I went and viewed your marquee setup at Devonport the other weekend and unfortunately we did not like it.

So this is just to let you know we will not require your services on 7 April 2007.

Thanks for your assistance and we are sorry that it turned out this way although we are glad we looked at the marquee prior to booking as that would have been a huge disappointment.


Steve Hausman

Now get this reply. Incredible:

From: Events Team [mailto:]
Sent: Wednesday, 15 November 2006 6:30 p.m.
To: Steve Hausman
Subject: Thank You From The Great Marquee Company

Hi Steve,

Thanks for your reply. Your wedding sounded cheap, nasty and tacky anyway, so we only ever considered you time wasters.

Our marquees are for upper class clients which unfortunately you are not. Why don’t you stay within your class level and buy something from payless plastics instead.

Kindest Regards
Office Manager
The Great Marquee Company

Almost too nasty to be true but I have checked the names and contact details of those involved and they are actual people – it is genuine. The e-mail has already gone through around 15 forwards so must be wellspread.

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