Positive conclusion worth sharing

To Mr Michael Falzon, A&CE, chairman, Water Services Corporation

I acknowledge with sincere thanks your letter of October 18 with a detailed breakdown of figures leading to the correct amount payable in respect of water and electricity consumption at the referred to property. It is clear, to the point and as conclusive as I was expecting.

I would apologise for any misuse of words in my previous exchange of correspondence. I can assure you that any remarks that may have sounded as a sarcastic attack on your personal integrity were certainly not so intended. As a matter of fact please let me assure you that the very fact that you took a personal interest in my complaint did not go unnoticed.

Moreover now I am completely satisfied with the full explanations given in its regard. Once more, many thanks. (Patricia Sillato)

The satisfied customer sent me this letter too:

I am glad to inform you that the referred to matter has now been resolved to my complete satisfaction.

I take the opportunity to thank you for your kind support in this particular matter and in your kind support to the customer in general. (P. Sillato)

I have no space to feature the letters exchanged but what matters is the positive conclusion of the case with a particular focus on the customer's written expression of being "completely satisfied".

Unfortunately, we have too many positively concluded cases where the customers do not feel the need to thank suppliers/traders accordingly. As I often write, we tend to undermine the importance of expressing satisfaction. Indeed this is in line with the old "catch them doing something good" philosophy.

I compliment Mr Falzon on having changed a dissatisfied customer into a "completely satisfied" customer.