On a positive note

To Consolidated Biscuits Ltd.

A few weeks ago our son lodged a complaint regarding your Veneziani Croissant. Days passed and we didn't think much about it. Until one day he received a telephone call informing him that the company, Consolidated Biscuits Ltd, was going to show its total concern and regret by way of giving something in return. We didn't know what to say or expect!

On the agreed day, a well-mannered young lady was at the door presenting us with two boxes full of the delicious croissants telling us, with a smile, that it was sent with the compliments of the company and they were deeply sorry for what had happened, and the inconvenience suffered!

We were surprised and deeply moved by this nice gesture. We would like to put on record that we are very satisfied indeed and will always keep this company on our top list.

Now if this is not excellent service, we cannot imagine what is! Thank you, Sir, for allowing us to share and show our gratitude by featuring this letter. We believe it is only fair that this letter is featured in The Sunday Times to show how much we appreciate your kind gesture. (Mr and Mrs F. Sammut)

I add my compliments and appreciation to Consolidated Biscuits Ltd. This is an excellent example of "transforming a bad situation into a positive one" - indeed an issue I often write about.