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MrMichael
Participant

Good point Cancklad, as a BA supporter I do occasionally write to BA when I get service that I consider went beyond my expectations.

Once a month I have a recurring diary appointment, with myself, to find out who in the business has gone the extra mile over the previous month. I then write to them thanking them for their efforts, not an email, a letter, with a copy to their personal file. All incoming letters of compliment and complaint are shared with the staff involved, and often my monthly letter is due to an incoming letter from a client.