When you get a complaint letter, perhaps the best thing to do first
is make a list of what the complainer's issues are and then address each
one separately. In the case of the ice show, the issues were numerous: shortage
of parking, disgruntled staff, obstructed view, dirty bathrooms, no baseball
caps and no security in the parking lot.
Dear Ms. Jordan,
I would like to apologize
personally for the less-than-acceptable experience you had at the Big Dome
Arena with your daughter. This was obviously a special occasion, where the
two of you intended to share quality time, and things seemed to go haywire.
The
particular show you went to see was a very popular one. The arena sold out,
and we did not have enough staff on hand to meet the needs of our guests.
I cannot, however, tolerate a staff member being rude to one of our guests.
If you would care to supply more details here, such as the specific circumstance
or the name of the person you conversed with, I would be glad to look into
this matter further.
The obstructed view was an unfortunate occurrence.
Normally when tickets are bought, the purchaser is told in advance that the
view is obstructed. In this case, we knew in advance that the ice show organizers
would be obstructing some views with special effects equipment. However, the
purchaser of the tickets was not the patron -- and confusion may have resulted.
As
for the baseball caps, the amount stocked is at the discretion of the ice
show organizers. I am not sure what happened there, but I am enclosing the
name and address of their store general manager, as well as their store's
website, so perhaps you can find a keepsake for your daughter.
Thirty
minutes after the show let out, our parking lot security guard was called
upon to help the performers back up their tour bus into bumper-to-bumper traffic.
If this was about the time you exited the arena, his disappearance can easily
be explained.
When we have so many patrons, we try to hire two guards,
but as I said before, the crowd was beyond expectations and we could not fill
in our empty staff spots so quickly, although we tried. Safety is a primary
concern here at Big Dome.
Again, I am sorry for the problems you had.
I am enclosing three tickets to the upcoming hockey game and hope that you,
your husband and your daughter will attend. Please feel free to call me personally
if you have any other concerns.
Best wishes,
Jessie Good
Manager,
the Big Dome Arena