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I understand your anger, but this is a good, well-written apology, albeit done in a formal style. Fabulis may or may not accept it, but it's hardly like Citi's

I understand your anger, but this is a good, well-written apology, albeit done in a formal style. Fabulis may or may not accept it, but it's hardly like Citi's blowing them off. Bill Brown (the Citibank manager) made pretty strong statements like "I assure you that Citi is committed to the gay, lesbian, bisexual, and transgender communities". There's not a lot of wiggle room there. As a piece of corporate communications, it's nicely done. He openly addressed all of the customer's concerns, without immediately throwing one of his employees under the bus or being defensive. That's a delicate dance.

anamax 17y ago
> He openly addressed all of the customer's concerns, without immediately throwing one of his employees under the bus or being defensive. That's a delicate dance. Yes, that's a delicate dance, but it assumes that not throwing an employee under the bus is appropriate. If an employee does something wrong, throwing them under the bus may, or may not, be appropriate. Citi has made its decision, but that decision doesn't bind us. We're free to use that decision to judge Citi. Citi is within its rights to make sure that we don't know what it did about this employee. However, that secrecy means we're free to assume what we'd like about what they did, or didn't, do.