Dave Patterson wrote:
> But the response from the Dragoman representative is offensive in almost
> every respect. Just one dismissive reply after another.
I think they've probably gotten a lot of these letters in the past. I would
guess that if only one person writes in to complain about things - and if
that person goes into minutiae such as who managed the kitty, etc.) then
they might be less likely to take some of the points raised with extreme
gravity. There's a "two sides to every story" aspect that was peeking out
here (before I got to the reply), and the laundry list of gripes diminished
the impact of the handful of things that might really have been significant,
by making the person seem like a compulsive complainer (whether or not she
is - it may just have seemed to her like a more effective way to write the
letter).
Still, to me it seems like the leader either (A) had poor communication
skills, at least in dealing with this customer, or (B) really was a bit
shifty in forging after-the-fact explanations for rude behavior. But in the
very likely case of (A) I'm more apt to give the benefit of the doubt.
> You could summarize his remarks easily:
>
> "We don't think our staff did anything wrong, except maybe that time they
> created the 'screwing' permits, which they admit may have been inapt". As
> for the screwing the guides themselves did to each other, he has no
> comment at all.
If they did it in private (leaving aside the . run) I don't see how it's
a legitimate issue.
miguel
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