Usually, repetition is a good technique to use in writing. But not in this case, which is from a Virgin Media follow-up email:

“…we’d really like to find out how things went for you when we changed your services. We’ve put together a few quick questions about how things went…By finding out exactly how things went for you, we’ll be able to understand the things we’re getting right…”

Trouble is, things didn’t go anywhere. What they are really asking is ‘How did we do?’ By making their direct actions into indirect things, they are absolving themselves of responsibility. Which is exactly the opposite of good customer care, and misses their objective by a mile.

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