Explicit Email to Customer

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


  • Martin Kaye

    Martin Kaye have provided advice in some highly complex HR matters and they continue to provide our day to day HR advice through their "ALPHA" HR scheme. They offer a very commercial and pragmatic approach and we have always been impressed by the level of service. The members of staff are approachable and easy to deal with.

    Eurofilms Extrusion Ltd

  • Martin Kaye

    Martin Kaye have provided us with employment and HR advice for several years and we have been very pleased with the level of service and quality of advice provided. We have no hesitation in recommending the team to any organisation which wishes to manage its employment related enquiries.

    D Wauchope, Company Secretary - McPhillips (Wellington) Ltd

  • Martin Kaye

    As a large employer of cleaning personnel, we require expert and prompt employment related advice. Martin Kaye's "ALPHA" service provides this in a clear and robust manner. We have been extremely impressed with the service and would thoroughly recommend them to any employer requiring expert HR & employment support.

    J Conry, Chairman - JPC Cleaning

  • Martin Kaye

    It is important for us to create a close relationship with our advisors. Martin Kaye's "ALPHA" HR service is excellent. It enables us to work closely with our lawyers particularly in the complex area of employment law.

    Johnny Hobeika, Operations Manager - Sanita (UK) Ltd

  • Martin Kaye

    ALPHA is an excellent, reliable, professional service which is an integrated part of our business that we could not do without.  This service is part of our structure and provides staff and business with the professional HR Support it requires - Invaluable

    Wendy Cox - Genvolt

Martin Kaye are rated 4 out of 5 based on 20 testimonials.