Netflix Gives Good Apology To Customers For Monday's Delays

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?