"That misses the point. Even a bedbug letter is a major change in corporate culture."
That is completely the opposite the classic bedbug letter.
The classic bedbug letter has two elements -- a very apologetic letter to a customer complaint, and an internal memo someone in the corporation that, at its very heart, totally contradicts the apologetic letter. The internal memo, which was never intended to accompany the response to the customer's complaint, is indication that the corporation has little to no intent on changing anything and is relying on platitudes and false promises to give the appearance of sincere change.
In Tractor Supply's case, we have the very apologetic letter to customer complaints.
What we obviously don't have is the "go pound sand" corporate response.
My terming TS's response a bedbug letter is my suspicion that corporate is exercising damage control only and will find ways to incorporate these activities into corporate culture in a far less visible manner.
In other words, I don't buy the TS response.
