FedEx
3875 Airways Blvd
Memphis, TN 38116
3/1/14
Dear Mr. Baratti,
Thank you for your explanation of the hub-and-spoke system, the effects of fog on air travel and delays in shipments due to terrorism. This is all very informative, despite its inapplicability to my situation. My package was already received at a FedEx location 30 minutes from my house and was simply not delivered due to some modest winter weather that we in the area deal with on a routine basis. I do not wish to rehash that point, however. What I wanted to tell you was that I found it in very poor taste that the letter did not even include a simple apology for the poor service. It merely seemed to laud the magnificence of FedEx’s process, which I’m sure works very well at times. However, you have missed the point. The letter did not seem conciliatory as much as apologistic (i.e. “You said we were bad, but we really aren’t!” rather than “Sorry, we messed up. We hope you’ll give us another chance.”) It seemed a rather ill-advised way to reply to someone who was already angry with the company.
Anecdotally, Shari’s Berries sent me a third package, this time by UPS, which was delivered on time under similar conditions. I don’t know if you’ve ordered from Shari’s yourself, but when they mess and you tell them, they really go out of their way to correct the problem. Perhaps FedEx could take a lesson from them.
Sincerely,
3875 Airways Blvd
Memphis, TN 38116
3/1/14
Dear Mr. Baratti,
Thank you for your explanation of the hub-and-spoke system, the effects of fog on air travel and delays in shipments due to terrorism. This is all very informative, despite its inapplicability to my situation. My package was already received at a FedEx location 30 minutes from my house and was simply not delivered due to some modest winter weather that we in the area deal with on a routine basis. I do not wish to rehash that point, however. What I wanted to tell you was that I found it in very poor taste that the letter did not even include a simple apology for the poor service. It merely seemed to laud the magnificence of FedEx’s process, which I’m sure works very well at times. However, you have missed the point. The letter did not seem conciliatory as much as apologistic (i.e. “You said we were bad, but we really aren’t!” rather than “Sorry, we messed up. We hope you’ll give us another chance.”) It seemed a rather ill-advised way to reply to someone who was already angry with the company.
Anecdotally, Shari’s Berries sent me a third package, this time by UPS, which was delivered on time under similar conditions. I don’t know if you’ve ordered from Shari’s yourself, but when they mess and you tell them, they really go out of their way to correct the problem. Perhaps FedEx could take a lesson from them.
Sincerely,
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