A loyal SouthWest Airlines passenger was upset that a bag had been ruined on a flight. The agent wasn’t tremendously helpful, so he posted this very clever message: http://dearswa.com/
While it was unfortunate that the SouthWest Employee either didn’t have the authority or the will to fix it in the first place, the airline gets top marks for their recovery. A brilliant example of the service recovery paradox in action!
"If a man wants a car, do not try to sell him butter.” This quotation has inspired me to be more sincere in my current marketing job.