What Do You Think is Fair?
Last Christmas eve, we received a 968 word count
complaint letter from a flustered customer.
We screwed up her important order, the letter said.
After reading through the most heart rendering complaint
letter that we have ever received in the past 3 years,
we immediately felt her predicament. We handled her
We did a post mortem, tracing back the events in
chronological order. It dawn upon us that she took much
effort in selecting the design, color and the exact
stalks of roses that she believe will dazzle her best
Unfortunately, both of them were sorely disappointed.
The selected gift, "Eternal
turned out to be not so blissful when our logistic
department accidentally switched the order.
Priced at RM80
Free Delivery within
Yes, another bouquet similar to "Eternal
but of different number of roses was delivered to her
best friend instead.
Furthermore, our new driver forgot to untie the string
that binds the roses. In her exact words, "the
roses were bound so tightly that there's no room for the
flowers to breath. They may just die stuck together."
We immediately assumed full responsibilities of the
We know nothing we do now will change the embarrassing
event. Still…we need to make up for the mistake.
Different customers have different expectations of what
amounts to a fair compensation. We suggested sending
her best friend a new "Eternal Bliss" which we believe
will not die stuck together, but she said it will only
bring back painful memories.
We deliberated the option of giving her a good discount
for her next purchase or to send the aggrieved customer
an apology gift.
Now, the million dollar question that we would like to
ask you - as a customer, what do you think we can do to
make up for the order and to make you happy again. What
do you think is fair?
In a customer-oriented industry, we continuously aim to
lengthen our "accident-free days" record and pray that
our Malaysian traffics can always be predicted. We,
however, would like to know if ever accidents happen
which sometimes may be beyond our control, what can be
done to make you, as our customer, satisfied?
A simple reply will make you richer by
50 Real Rewards Points. Simply provide us
your Real Rewards Card Number together with your reply.
Otherwise, treat it as a favor to us to make us a better
informed company as far as your needs is concerned. We
will personally ensure that if you ever order "Eternal
we will see to it that the roses have enough space to
Thanks and have a Happy Merry New Year
Pods & Petals Giftlab
Our Boutique for more selection of
Flowers and Gifts
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