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Empathy, Casual Language, and Personal Pronouns are the secret to amazing complaint response emails

Have you heard of Blue Apron? It’s a grocery delivery service, basically. You get recipes and perfectly proportioned ingredients sent to you, and all you have to do is whip up gourmet meals in your kitchen. I use services like this literally every week. I just don’t have time to grocery shop with my busy kids and my travel schedule.

Well, the first time I tried Blue Apron, my food box came with a little problem. My bag of lentils had a small hole in it, and the lentils spilled.

I emailed Blue Apron that morning, and two hours later this is the response I got: