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    NetFlix

    Netflix Gives Good Apology To Customers For Monday's Delays

    By Ben Popken, 11:10 AM on Wed Mar 26 2008, 3,868 views

    Netflix sent an apology note to customers whose DVDs were delayed by their 11-hour service outage on Monday, along with a 5% service credit. In so doing, they perfectly followed the three-steps of fixing customer service problems:
    1. Admit fault, quickly.
    2. Say sorry like you mean it.
    3. Give conciliatory gift of monetary value.

    See now, that wasn't so hard, was it?

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