La Luz Gets it Right

Posted on | May 12, 2011 | No Comments

I love fish tacos. My favorites have always been from La Luz (www.laluzgrill.com) in Fort Collins, Colorado. There’s something about them – grilled fish, flaky, a tangy yogurt sauce, it just all comes together.

After a recent online disagreement with a friend (www.heiditown.com) about her experience there, and her preference for another local establishment’s offering, I returned after an extended absence with a friend for dinner.

They were not the same – not terrible, but not the same, my friend and I agreed.

I went to their website, which looked like it was a bit neglected, and clicked on the “contact us” link, which opened an email directed to an AOL account. My confidence was low.

I sent a note in, describing my disappointment. It took a couple of days, but the owner, Peter, wrote me back. He thanked me for writing, asked for some more details, and noted that he was committed to fixing things, then closed with an apology.

I replied with some more details, and he asked me to provide my address so he could send a certificate for dinner for two. He expressed appreciation for my writing in, and asked for my continued comments. He also noted that where we ate, their second location, is under new ownership.

A few days later, the certificate arrived via mail. I wrote to thank him, and he noted he appreciated my understanding, and that they want and value my business. He noted he discussed with his staff the need to execute better, and extended an invite to visit the Old Town store, and that they were working on things at the south store.

I was, and am, a big La Luz fan.

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