John Doe, General Manager
Cactus Club Cafe
575 West Broadway,
Vancouver, BC V5Z 1E6
Taylor Smith
The University of British Columbia
2329 West Mall
Vancouver, BC V6T 1Z4
March 11, 2019
Dear Mr. Smith,
Your dining experience is important to us, and we want to make sure that you and your guests leave happy after each experience at Cactus Club Café. We value your feedback, as it is your opinions and suggestions that help us learn to be a better restaurant.
The complaint letter you sent our restaurant, on March 11, 2019, stated your displeasure with the quality of service you received on February 14, 2019. As you stated in your letter, Valentine’s Day is a very busy day for restaurants throughout Vancouver, and our restaurant was especially busy at the time you came in. I have also checked our records, and I see that two of our servers were ill that night, which resulted in us being short staffed on one of the busiest nights of the year. Still, this is no excuse, and we are truly sorry for the poor experience you and your wife had with us. As much as we value your complaint, we hope that you can understand the situation we were in.
I agree with your point in saying that we should have been more adequately prepared for unexpected circumstances, such as our servers falling ill. While I am not at liberty to offer you a discount on your next visit I can offer you a free appetizer of your choice. I have made note of your name and address, please inform your server of your name on your next visit to redeem this offer. Your words have informed me of where our business needs to improve, and I will be bringing this matter to the attention of the rest of the management team here at Cactus Club Café.
Sincerely,
John Doe
General Manager at Cactus Club Café
Leave a Reply