Ponder that notion for a moment:
British people. Complaining. About food.
These are the people who thought, "I know, let's take a sheep's brains, add oatmeal, stuff it in a sheep stomach and boil the whole thing! Gah, it'll be great!"
We must be talking seriously scary vittles here.
Anyway, you Mortarblog regulars know – if there's one thing we harp about, it's this: People interact with your brand now. They can-and-will mess with you. Handle it wrong, and you're toast. Handle it right and you're much more delicious toast, served with butter and jelly on the finest china in all the land.
Richard. Now imagine it’s Christmas morning and you’re sat their with your
final present to open. It’s a big one, and you know what it is. It’s that
Goodmans stereo you picked out the catalogue and wrote to Santa about.
Only you open the present and it’s not in there. It’s your hamster Richard.
It’s your hamster in the box and it’s not breathing."
Sir Richard gave the bloke a call, and hopefully smoothed it all over. Any of you lot flying Virgin Atlantic these days? If so, do give us a restaurant review and let us know if the letter had any effect. It certainly got some press.