First we solve the problem, but what else can you do for an angry client when the company is responsible for the mistake? How to demonstrate to them their true intention of holding on to a healthy and long-term relationship?

We outfitted 150 taxis with a sign identifying the main characteristic of its driver, so people could choose their taxi based on the driver.

From October 2012 to March 2013 only 48 “sorries” were given away to the small number of unsatisfied customers.

“Well, this is the first time I heard this word coming from a company” (quotation mark from the first client who received the gift).

A financial company that says sorry in this world is a kind of “little revolution”.