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The greatest complaint letter ever -- you have to see this!

The greatest complaint letter ever -- you have to see this!

February 05, 2009

The greatest complaint letter ever -- you have to see this!

What I'm about to show you has to be the funniest complaint letter ever! We could all use a good laugh on a Friday right?

My colleague, Rafael Mael, who shared this letter with me was crying he was laughing so hard. Really!

But before you go there let me tell you why I think this is so important to share with you. I'll be brief.

The letter was written to Richard Branson of Virgin Atlantic and there's an important counter-intuitive lesson here to keep in mind as you read it: as the leader of a company you embody the brand. And no one does it better than Richard Branson.

That's why this person felt so compelled to write this letter to Sir Richard. The service he got completely contradicted the image and reputation Branson has built and the writer he should know about it.

In fact, look closely at the blog posts afterward, and you'll see that most of them don't really say "Virgin stinks, never fly them again." Instead, they say, "Wow, I bet Richard Branson really laughed at this, and I wonder what he wrote back."

Take-away:
Don't hide behind your brand. Be a public face. Then people will want to talk to you, tell you their raving happy stories and even their furious angry complaints. That's certainly better than hiding behind an Acme Professional Corporate type facade.

For years, conventional wisdom has said: pretend you are big even when you are not to get credibility.

WRONG!
Pretend you are small (approachable) even when you are big (Virgin).

Take a look for yourself and let me know your thoughts. Just hit reply to this email, I'd love to hear your take!

Click here to go to the greatest complaint letter ever!

Taking you from where you are to where you want to go,

Jon