· happened: on 3 April 2014
He asked about some railings using strong language and got it handed back intact
A user wrote to the rail operator's account complaining about some railings, and did so with an expletive attached. The reply answered his question in perfectly professional terms, without correcting a single one of the words he had chosen to ask it with.
«Hola, Roberto, depende si las putas verjas pertenecen a Cercanías, que es lo que gestiona Renfe.»
It is the canonical example of a technique that never fails: do not lower yourself to the other person's register — adopt it. By placing his own expletive inside an impeccably administrative sentence — remits, commuter services, who manages what — what ends up exposed is not the answer, it is the question.
Source: Marketing Directo
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