Thursday, August 30, 2007

Airline CEO Hits "Reply All" and Slams Customer

A Florida couple received this unintended slight when Spirit Airlines' CEO hit "reply all" instead of forwarding their e-mail to an employee. The couple, already upset about missing a concert due to a flight delay, posted the e-mail on a blog that has been discussing the airline:

From: Ben Baldanza [mailto: [email protected]]
Sent: Monday, August 20, 2007 1:02 PM
To: Christy; Martin; John; Pasquale
Subject: Re: Complaint

Please respond, Pasquale, but we owe him nothing as far as I'm concerned. Let him tell the world how bad we are. He's never flown us before anyway and will be back when we save him a penny.

Yikes! As this story illustrates, it's all too easy to slip up on the Internet. While your e-mail mistakes may not put you in a media hot seat, they do make a poor impression on prospects.

"Wanting to respond quickly is no excuse for poor grammar, misspellings, and bad form," warns Tina LoSasso, Managing Editor of, and contributor to Top Dog Sales Secrets. "Proofread your response carefully before sending it out. It's easy to miss errors on a computer screen. Try this: print out your draft and read it aloud to catch any mistakes, missed words, or poor syntax."

A final word of caution: Don't enter the recipient's e-mail address until you have written and proofread your e-mail.

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