My family had very generously arranged to host a wedding dinner for Rachelle and I at Morton’s Steak House in Toronto in April. After my father gave them a deposit and several weeks had passed, a woman named Joan called to tell Rachelle that they were closed that day and were sorry but could not honour the arrangement they had made.
She did nothing other than apologize.
Rachelle organized a dinner at another establishment and then wrote her this letter:
***********************
Hi Joan,
I wanted to touch base with you in regards to our wedding dinner that
was to take place at Mortons on Friday April 22nd. We’ve found a new
location, thankfully, and I thought I should let you know that, as I
know you were sorry for the mistake.
I have to admit, we were really surprised at such an oversight.
But, we were most disappointed because we sincerely wanted
to have dinner at Morton’s. You see, Michael and I had our first date
at the Park Hyatt nearly 6 years ago and it just seemed so fitting to
have the dinner at Mortons followed by a dink at the rooftop.
It would have been perfect.
Take care,
Rachelle Maynard
Hello Michelle
I am truly sorry for the oversight.
Unfortunately our booking system does not record holidays and Good
Friday is not a holiday in the USA. We only close a few days a year
and I hope you could hear how upset I was. I called you as soon as I
realized my mistake. XXX has always been one of my favourite
restaurants and I know you will have a wonderful dinner there.
I truly wish you all the best for your future.
Regards
Joan
Joan:
Hi there!
It’s Michael Murray, here!
You don’t know me, but I was the guy who with Rachelle Maynard (not Michelle, as you wrote in your last email) was expecting to have his wedding dinner at Morton’s on April 22. Man alive, let me tell you, I was really looking forward to that night, as I just love steak. If they made sofas out of steak, I would buy several. That’s how much I love steak.
Anyway, as you now know, our party of 25 will no longer be dining with you as you are closed.
Shoot!
And this, after we gave you a deposit and swaggered about the city for weeks bragging to people about our high class wedding dinner!
Anyway, I understand from your email that this mistake was due to a flawed booking system, the implication being that a machine rather than a person was responsible for the error. I can dig that, as I work as a writer and whenever I make spelling errors I tell my editor that Spell Check was broken.
Anyway, what I’m saying is that I’m sympathetic to you, June, and that I really appreciate that you approve of XXX, the restaurant we didn’t want to have our wedding dinner at but are, on account of the machines. Yes, it was very kind of you to make all the arrangements for us so that we didn’t have to, because as you’ve probably heard– and maybe even experienced– the whole wedding thing can be a kind of stressful and busy time. Heck, some people even think of it as the most important day of their lives! Also, I really appreciated the way that you stood up, accepted responsibility for the machine’s error, and highlighted just how far people in the hospitality industry will go to make sure their customers are satisfied.
What?!
You gave the honeymoon couple a room for the night at the Park Hyaat?*
You gave them a dinner for two at Morton’s?
You gave them a free drink at the bar?
You shouldn’t have!! That was just too kind!
Your careful attention to detail has been awesome!
Jennifer, you are a class act and you’ve truly handled this matter like a pro!
Michael Murray
* Please accept my apologies for my defective Spell Check, it should have read Park Hyatt and not Park Hyaat.
Hello Michael
I truly am sorry for your upset. I have taken responsibility for the booking error. My memory is good but I cannot remember all statutory holidays in the year. Had we mentioned Good Friday or Easter weekend, none of this would have happened. I am not trying to blame ‘the machines.’
I would more than happy to entertain you at the bar and have a chance to meet Rachelle after speaking to her so often in the initial planning. Weddings can be very stressful and I am sorry for adding to that stress but I had no other option.
My best
Joan
Joan:
Thank you for taking responsibility for the booking error by telling us you would not be honouring the commitment you made to us. That’s the sort of “taking responsibility” I can really get behind!
I am very curious to hear about you entertaining us at the bar.
Rachelle likes knock-knock jokes and I am keen on discussing geopolitics, my fantasy baseball team and adventure.
Rachelle, by the way, is tall with blonde hair and blue eyes, while I, the bad cop, resemble a dry roasted peanut.
You should give us a call on an evening when some celebrities (NOT CANADIAN) show up at the restaurant, we would like that. Rachelle is partial to Clive Owen, Colin Firth or Javier Bardem, while I have always wanted to get high with Woody Harrelson. He is staying at the Ritz right now, so he might be popping in for diner very soon, so please keep your eyes peeled!!
Michael Murray