Your office manager sent a handwritten thank you note to a regular grease trap customer, following a standard operating procedure. However, when the note came in the mail, the customer was furious and tore it up into little pieces.How could something as well-intentioned as a thank you note create such a negative reaction? As it turns out, this customer was still in the process of getting a serious issue resolved over the service you were providing. The thank you note arrived before this issue was dealt with, the service issue was never mentioned and your manager never apologized for the
