Complaining versus Complimenting

[Leann]

Here is an example of a manufacturer's response to two different messages. And it involves pizza.

A month or so ago (during Lent, for context), my S/O and I were grocery shopping and decided to have pizza and salad for dinner on that Friday evening (no meat). We don't typically buy frozen pizzas but we were in the grocery store so it was convenient to pick one up there. Turns out, it was quite tasty. Not on the level of homemade or from a pizzeria but better than either of us had expected.

I mentioned it to my sister and she decided to try one, too. She and her DH found it to be almost inedible. Same product, same manufacturer.

She could have requested a refund from the store but she decided to write the manufacturer and let them know of her displeasure.

I opted to write to the same manufacturer and tell them that I thought it was a good product.

We both got responses thanking us for our time.

She got a refund check AND multiple coupons for free items from said manufacturer.

I got a coupon for 50 cents off my next purchase.

The manufacturer was more interested in appeasing a dissatisfied customer than they were appreciating someone who complimented them.

Either way, they lost two customers.

 

[Tish]

Well, then, I think they have it backwards.

 

[Remy]

I don't know if I'd let that put me off buying from them again. But I see what you are saying. Someone complains and they send them a refund and freebies in the mail when it appears the person didn't like the product. You did but didn't get anything much. Have your sister give you the coupons at least.

 

[Lethe200]

It may not look fair, but is the result of many surveys done over the years. Satisfied people tell 2 or 3 folks; dissatisfied people tell 10+.

Social media has its very bad side as well as good side. Interestingly, the proportions remain the same with some products (Facebook, for example) but review-based or blog sites, such as Yelp and Instagram, swing the percentages in reverse.

The latter helps lead to small businesses that would normally never get much notice, receiving enough hype to survive and even thrive....not always, of course, but often enough to be welcomed by business owners.

I've formed the habit of going to a manufacturer's website and complimenting them on a specific good product, not because I'm looking for a bonus coupon but because I want them to keep producing that item.

There are so many products we've loved and watched fade from the marketplace because not enough people knew about/bought it.

I try to especially mention products I've liked to grocery stores. There are hundreds of thousands of food products; the average supermarket carries approximately 50,000. Competition for "shelf space" is fierce!

 

[hollydolly]

It may not look fair, but is the result of many surveys done over the years. Satisfied people tell 2 or 3 folks; dissatisfied people tell 10+.

Social media has its very bad side as well as good side. Interestingly, the proportions remain the same with some products (Facebook, for example) but review-based or blog sites, such as Yelp and Instagram, swing the percentages in reverse.

The latter helps lead to small businesses that would normally never get much notice, receiving enough hype to survive and even thrive....not always, of course, but often enough to be welcomed by business owners.

Good point

 

[Jules]

Years ago I made a sandwich, picked it up and saw a long hair had been baked into it. I attached a photo in the email to the company and in return they sent me a coupon for one loaf of bread. My next photo was of the coupon ripped in two; told them it was an insult and not to bother. They sent me three coupon that went unused. I never bought their product again.