I know for a fact that this means much more to people. I used to manage a hospital and we changed our approach to complaints to be much more personal, to quickly accept when errors had occurred and to respond more sincerely. Until that time we had operated a system which was fraught with fear of being sued, and was therefore full of legalise and reeked of insincerity. Not unlike those robotic form letters you get from the airlines, which end with "We hope you will give us the opportunity to serve you again".
I personally would much prefer a call from the employee involved which says.. "I was wrong. I was stressed and I treated you badly and I sincerely apologise for my actions". It might have a further benefit of stopping the staff from repeating their action in the future.
Troy,
I don't think Phx will be back...
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