Execs take note: Here’s how to write an apology

After an unfortunate incident at one of its cinemas, a Curzon executive pens a heartfelt (if technically flawed) apology to a customer. Lots of lessons here.

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So she contacted Curzon, the cinema operator, via its website. She was hoping for a refund but didn’t really expect to hear anything back.

Soon afterward, however, she got an email from Nigel Stowe, director of operations at Curzon. Nigel’s letter thoroughly delighted her—and we can see why. It’s a great example of how a well-executed apology can transform a disaster into customer loyalty.

Some of Nigel’s punctuation and phrasing might cause Lynne Truss to huff and puff, though I think it rather adds to the charm and natural feel of the email.

Either way, you can’t deny Nigel knows how to say, “sorry.” Read and learn:

Dear Ann

I am writing regarding your visit to Wimbledon Curzon on Saturday night. Words cannot express how sad and shocking it was to read the report of what happened.

I am sincerely sorry for this happening, it must have been terrifying to have witnessed this, I am glad you are safe.

I’ve recently taken a position with the group and joined with the knowledge that a Curzon cinema was a cut above the normal multiplex experience, and on investigating can confirm this is the first time this has ever happened in our cinemas and I sincerely hope will be the last ever time this happens.

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