Yesterday the story broke about Oliver Beale who wrote what is being hailed, the best complaint letter ever. His complaint focused on the awful meal that Virgin Atlantic served him on a recent flight.

Its a great letter and certainly one to remember next time any of us have reason to complain.

The interesting part for me though is what Virgin Atlantic have done in the wake of this letter. This obviously is not good publicity and I’m sure if any us received such a letter commenting on our service, we would not want it to be broadcast around the world. But the way Virign Atlantic have responded is an excellent example of turning a problem in to a opportunity.

By not ignoring the problem (I mean thousands of people must use their service every day – it wouldn’t have been hard to ignore), they have reacted quickly and decisively to put a positive outcome on the letter. The author wrote the letter as if he new Richard (Branson) personally, and it’s great that he himself has responded.

I think it’s a great example on how to turn a negative in to a positive. I for one have read (and enjoyed) the letter and read the response and I have a good feeling about Virgin Atlantic.

If there is a lesson to learn – look after your customers, as there are are others lining up to do it for you.