The local Chipotle has a business card holder with cards for the general manager and field leader. I always thought it was a nice gesture to feature them openly so guests could contact them.
Unfortunately, I needed to do so. I sat on a bench that had been slathered in furniture polish, with residual polish remaining. I had to leave the restaurant, go home, wash my jeans, coat, and purse, along with the seat of my car, where it transferred from my pants. It also got on the back of my brand-new sweater, and after three tries at the dry cleaner, the stain remains.
I contacted the people listed on the handy business cards — and heard nothing. Not as much as a reply, let alone an apology or compensation for my troubles and dry cleaning bill. It makes me angrier that they pretend to want feedback, but in reality, ignore it.
If you have any type of comment mechanism, take it seriously or don’t offer it at all. Raising expectations that you care makes the fall harder when it becomes apparent that you don’t.
