I recently sent a letter to Canadian Tire because they had an employee in the garden centre that wasn't very helpful (titled "do you have a good memory?") Last week I recieved a letter from Canadian Tire that they were looking into the matter and would have a local manager follow up. I didn't think anything else would come of it until yesterday when the manager of the store called me. He assured me that the situation was taken care of and talked with me for about 10 minutes assuring me that my next visit would be better and to stop by and introduce myself to him the next time I was in the store.
I was so impressed! This wasn't just "We've taken care of it" he actually cared about my concern!