It seems we expect less and less in the way of customer satisfaction from businesses anymore. Here is a story that can restore a bit of faith. I sent Sparkling Ponds Winery near Erie, PA this email the evening of December 1, 2010:

Dear Service Representative,

This evening, we opened a bottle of "Walleye Wobbler" that we purchased from your winery in May of this year. Much to my surprise, the wine bubbled out of the bottle when opened. I knew that the wine was now carbonated, even though it was not in a bottle designed to hold sparkling wine. As I’m sure you are well aware, the wine was not sparkling when we sampled it on our wine trail excursion. We were very fortunate that the wine did not erupt before it was opened. The wine had a very strong yeast flavor and was undrinkable. I’m guessing that I’m not the first person to have this problem.

I no longer have my sales receipt, and I’m surely not going through a lot of headaches over price of a bottle of wine. However, I’m supplying my name and address if you would care to "make this right". I visit a lot of wineries and you’ll receive a good recommendation if this is resolved in a way to satisfy all parties.

Thank you,

[Name, address, phone#]

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To be perfectly honest, I did not expect anything more than a “gift card” (if that) for a bottle of wine, good for a year, if I just happened to be in the area again.

When I arrived home last night, I found a UPS box on my doorstep, which I assumed was something I had ordered for a Christmas gift. To my surprise, I opened it to find a bottle of “Walleye Wobbler” in substantial packaging. It was nicely chilled from being outside, so the spouse and I uncorked it immediately and enjoyed it immensely with dinner.

GREAT customer service and a timely response! A business may not always "get it right", but the best ones will always "make it right"! KUDOS again!