January 15, 2014

Dialogue: How to handle a complaint

EdmondsSaturday, January 11 – 5.14 pm

From: Cypress Digital
To: Glenn Anderson
Subject: Driver Behaviour

Dear Mr. Anderson:

An acquaintance has sent me this photo of an Edmonds Fine Appliances truck blocking the Dunsmuir bike lane today in downtown Vancouver.

This sort of behaviour is not acceptable, since it creates a dangerous situation for people on bikes.

It also reveals a contemptuous attitude on the part of your driver, which is also unacceptable.

The next time I’m in the market for appliances, I’m sure that I will recall this, and think twice about doing business with your company.

.

January 11, 2014 – 7:11 pm

From: Glenn Anderson

To: Cypress Digital
Subject: RE: Driver Behaviour

Dear Ken

I just arrived home and received your message and photo a few moments ago.

My sincerest apologies that it has been necessary for you to write to me.

All our staff at our Distribution Centre (where are delivery trucks are dispatched from) are gone for the day, and are not open on Sunday.

I will discuss this matter first thing Monday morning and with our Distribution Manager and the drivers of that vehicle and reply to you Monday afternoon.  But, regardless of the circumstances and the situation which resulted in them stopping and blocking the bike lane, it should not have happened.  It is both inconsiderate – and illegal.

We have been in business for more than 40 years and consider ourselves to be a very reputable and responsible company.  Edmonds has never had a complaint with the Better Business Bureau and I pride myself in our community conduct.

Again, my sincerest apologies for this disrespectful incident and the  inconvenience it has caused.

Yours sincerely

Glenn Anderson

.

January 11, 2014 – 9:58 pm

From: Cypress Digital
To: Glenn Anderson
Subject: RE: Driver Behaviour

Hi Mr. Anderson:

Thank you for your reply.

I am pleased that you and Edmonds both take responsibilities and community conduct seriously.  It is especially pleasing since I take safety very seriously, and get upset when it is compromised.

.

Monday, January 13, 2014 -11:10 am

From: Glen Anderson
To: Cypress Digital

Subject: RE: Driver Behaviour

Dear Mr. Ohrn

I had a meeting this morning with our Distribution Manager and our driver responsible for stopping/parking the Edmonds delivery vehicle in – and blocking – a bike lane.

I arranged the meeting as a courtesy to our driver (a long-time staff member) to hear an explanation of the circumstances.  The meeting was only to hear an explanation of the circumstances because it is evident that our vehicle was parked illegally, dangerously and disrespectfully.

Based on our conversation this morning, I do believe that this is one-time occurrence.

As an internal precautionary measure and to be sure all our delivery drivers and staff are ‘front-of-mind’ with safety and courtesy matters regarding bike lanes (and all other traffic/parking/stopping protocols and laws), this incident will be broadly discussed at our weekly safety meeting.

I would like to apologize on behalf of Edmonds for this incident.

Your sincerely

Glenn Anderson

     

Posted in

Support

If you love this region and have a view to its future please subscribe, donate, or become a Patron.

Share on

Comments

  1. What impressed me the most was Mr. Anderson’s and Edmonds’ evident sense that they have a responsibility to their community, and this probably extends to many areas other than simply road-related stuff. Congratulations to the entire company.

    I am especially intrigued by his phrase “community conduct”. They seem to think of themselves in broader terms than just an isolated retail operation, where money comes in the front door and goods go out the back door. Good for Edmonds — I wish more companies thought of themselves this way.

  2. I agree Ken.
    I liked the way Mr. Anderson took ownership of the situation and included staff when he wrote “our Distribution Manager and our driver” and “our safety meeting.” He didn’t pass the buck and he didn’t throw anyone under the bus.
    Thanks for sharing the correspondence Gordon!