Explicit Email to Customer

Victoria Shepherd

Victoria Shepherd

Email Click to email
Phone 01952 278585

20 May 2015

A couple from Kent were looking for a venue at which to entertain friends and family ahead of their forthcoming wedding. In the hope of obtaining a discount, the husband-to-be emailed a Chinese restaurant to ask whether there may be a possibility of a reduced rate for a large booking. Despite the restaurant confirming that a group discount was not something they offered, the couple decided to go ahead and use the venue in any case.

The decision to dine at the restaurant was swiftly reversed when a second email from an employee landed in the inbox of the future groom. The email stated, “What do you think of this cheeky f*****?”.

Clearly intended as an internal email, it understandably infuriated the recipient who proceeded to post an online review about his experience. This was seized upon by the media and the story made national newspapers. The restaurant apologised and attempted to make amends but the damage was already done.

The vast majority of businesses use IT communications in some form and it is therefore essential that an appropriate policy is implemented and adhered to. Such a policy would almost certainly have included the prohibition of profanities within email communications and would have greatly reduced the damage the erroneous email caused. If you do not currently have an IT and Communications Policy, please get in touch and we will provide you with a no obligation template

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