Apology Accepted

One of the household duties that falls under my division of labor is managing our Netflix accout. Earlier this week I was slightly peeved that a movie sent back last Friday had still not been replaced with the familiar red envelope containing another selection.

On Wednesday, Netflix sent out a notice acknowledging that, due to their shipping department being down most of Monday, the film that should have gone out was delayed. The statement provided notification that a 5% credit would be applied to our account, no action required (on our part).

The space previously occupied by a tiny slice of annoyance was now replaced with appreciation of their apology. Isn't it interesting that a little gesture like this goes can go a long way towards cultivating loyalty?