When you screw up with a customer order, can you make that customer trust you… more?

I placed an order of mini-protein bars with The Whole Truth Foods and they sent the wrong box instead.

All it took was one message on the Whatsapp chat number.

Immediately there was an apology on chat. Followed by a promise to send the right item (and allowing me to keep the wrong item as a token of apology).

If all this was not sweet enough, the right product came the next day and along with it this lovely letter.

An apology letter. In verse. Typed on beautiful handmade paper.

If this ain’t customer delight, I don’t know what is.