I am the manager of a high profile venue which hosts weddings, birthday parties and other celebrations. One of my staff e-mailed me about a potential client which included a fairly offensive comment a
You need to call the customer personally and apologise on behalf of the company. Warn the member of staff and ensure they have nothing to do with this customer and deal directly with them yourself to try to get them back on board.
Nigel Toplis, Recognition Express, Bardon
Apologise promptly to the potential customer. Make a modest offer of recompense. Discipline the staff member. Swiftly "fessing up" will take the sting out of the effect of the e-mail. The hole dug will get deeper if you don't do this.
Chris Greenwell, Gateley, Leicester
Contact the potential client immediately, apologise and confirm you will fully investigate and take appropriate action. Then inform the employee of the investigation and potential disciplinary action.
David Heys, Lawson West, Leicester
You are entitled to deal with this matter under your disciplinary policy and procedure. The incident should be fully investigated and where necessary the member of staff given an appropriate disciplinary sanction.
Phil Pepper, Cummins Solicitors, Enderby
I would offer an unconditional apology and seek a person to person meeting over lunch to clarify the air and mitigate the damage done.
Jaffer Kapasi, J Kapasi & Co, Oadby
This highlights the risks of using such an immediate medium as e-mail and the danger is now you only make matters worse by drawing more attention to the faux pas . So do nothing regarding the potential client and hope he doesn't read it properly or doesn't take it seriously.
Chris Darlington, RSM Tenon, Enderby
If you think the potential cli ent would be valuable for the company, you should contact them and give a full explanation of the situation and offer an apology on behalf of the employee. The employee should be disciplined as such behaviour is unacceptable and potentially damaging.
Rishi Chandarana, BPC Chandarana & Co, Leicester