Have you noticed lately that many name brand grocery products have a toll-free number somewhere on the package? It's there for a reason and not just for complaining; it is there for feedback. Most food manufacturers do a great job on quality and food safety issues, but every once in a while, they slip up. That's where the toll-free number comes in. Let me give you a few examples of calls I made over a 12 month period. I won't mention the company names specifically, because, for the most part, they do a good job, and I am a repeat customer.
I bought a loaf of bread for $2.59, and it was stale. I called the number; they explained how it could happen. They sent me a free coupon for another loaf plus several other coupons for their other products.
I bought a 1/2 gallon of ice cream at $4.59. The ice cream was gritty. Made the call, and they explained why their ice cream could get that way. Sent a coupon for a free half gallon plus other coupons.
I bought cupcakes and they were stale, at $4.50. I made the call; the company said they had a rotation problem; they quickly sent replacement cupcakes with coupons.
I bought very expensive batteries ($13.95), for my son-in-law who was going away with the Army for two weeks' training. When he returned, he told me the batteries did not last long. I made the call. They asked for the codes on the batteries. They said they had a problem with that lot. Sent replacement batteries plus free coupons.
I bought a 50 lb. bag of bird seed at $15.95. It was supposed to have a certain percentage of seeds, i.e., milo vs. millet vs. sunflower. I noticed the birds were wasting a lot. I checked what was on the ground, and I picked up handful after handful of milo. I made the call, and they were surprised. So they asked me to purchase another bag and weigh out the seed types. I did (took an hour) and gave them the numbers. I did not hear from them for a week then one day in the mail there was a check for $37.32 with a note saying their formula was way off. They even covered the 7 percent sales tax.
I called my local lawn care service and told them I was going to stop the service because we needed to cut back on some expenses due to this bad economy. The desk clerk understood and thanked me for my business. A few days later, I received a call from the district manager. He said they understood times are tough and, although there was nothing they could do about that, there was something they could do for me, a long time customer, until things get a little better. He offered to treat my lawn with lime for the winter at no charge. They also dropped my service fee by 10 percent. The manager said that possibly by next spring, my financial situation would get better, and I could continue the service at the lower price. I was really humbled by that call. What a great company.
I took my two grand kids on Election Day down to Augusta Metal Co. to sell their aluminum cans. We got a huge sum of $8. I took them to a local national fast food restaurant so they could spend that great sum. I wasn't paying attention and they ordered just about every thing a kid likes. I just about had enough money to cover their meals and a cup of java for me. The youngest grandson accidentally dropped his meal on the ground in the play area. He was heartbroken, and I had no more money so I spoke with the manager. He said it happens all the time, no problem and gave me a free meal. This is a first class company.
As you can see, it pays to "speak up" if you are not satisfied with a product or a service or if you have difficulties. All you have to do is be honest and sincere, and most companies will work with you. Just don't get mad and stop the service or products. Companies have humans working for them, and we humans do make mistakes. Companies don't want to loose business especially in this terrible economy and none of us can afford to throw money away.
.........As you can see, it pays to "speak up" if you are not satisfied with a product or a service or if you have difficulties..................
I'd say be very careful when you complain about service. You can get someone in trouble when they might not deserve it. I have never complained about service. I've experienced bad service, but I guess I deserve it, because I'm not so great sometimes either.
But as far as products go:
I have only called two companies in my life. One was Martinelli's apple juice, which is excellent always except once. It's expensive too. The one I bought was terrible. Like vinegar or something awful. I called to ask if they had other complaints recently. I was told there were none. They did ask where I bought it. I wasn't offered a coupon or anything like that. No apology. Nothing. Maybe they thought I was lying and trying to get something free? But I never even asked. Possibly my call was the first of many and they wont believe the first person.
A friend gave me 3 cans of 7-Up or Sprite, I forget. I left her house around 1 am and after about 1 mile, I heard a can explode. I didn't see it because it was dark, but I knew exactly what it was. My car was a mess. I have no idea how it happened. Neither of us had shaken the cans. Curious, the next day I called 7-UP and asked them it this is unusual. The lady was very nice and very interested. She asked for all the information on the cans. The small inked on numbers. I even sent them a picture of the can that obviously had exploded from too much inner pressure. Possibly it was weak metal? I was thanked and offered a coupon for a 6 pack or two liter bottle of various items.
About 30 years ago, my brother told me of a friend of his that used to write letters to companies where he'd complain about their product. Only thing is, he was lying. He did this for fun and bragged about it. He had a stack of letters apologizing to him and he got lots of free stuff.
Makes me understand why Martinelli's didn't offer me anything and I had the impression that they weren't so sure I was being truthful. You know, we all get customers returning stuff, or coming back to complain (without the product) and we sometimes know they are lying.
.........As you can see, it pays to "speak up" if you are not satisfied with a product or a service or if you have difficulties..................
I'd say be very careful when you complain about service. You can get someone in trouble when they might not deserve it. I have never complained about service. I've experienced bad service, but I guess I deserve it, because I'm not so great sometimes either.
Hi Burgermeister, I don't look at it as a negative approach. In my case I was dealing primarily with quality issues. If you are honest and sincere in what you are doing you are giving constructive criticism/ feedback that can help a company do a better job.
However, there is another reason for the phone numbers on products. In some cases you could help prevent other people from getting sick or worst case scenario you could help to save lives. If you look at all of the recalls that have happened in the last 10 years with consumers getting sick and many dying, one as to wonder if some interested and concerned consumer would have made "the call" he/she could have save lives! Maybe if consumers like you and I and everybody else in the U.S. began to use the call-back numbers responsibly we can help other people from bodily injury.
Tylenol, Blue Bell Ice Cream, Pole Grown Cucumbers, Smoked Salmon Cut Green Beans, Peanut Butter, Barber Foods chicken recall, Con Agra foods peanut butter recall, Automobile air bags the list can go on and on. The worst of them all was Jack -In-The-Box. That is why the "800" numbers are on so many packages. In just one year as an example 2010; 1,527 foodborne disease outbreaks, resulting in 29,444 cases of illness, 1,184 hospitalizations, and 23 deaths. I'm not trying to establish a crusade here, however, if any organization should step-up-to-the-plate concerning "helping and protecting the consumers by reporting bad quality, why shouldn't it be us "meat cutters of the world."
I can see it both ways. Companies will appreciate the feedback to improve their products or services and might reward you for taking the time to provide it. There will always be people who take advantage of it though and that will hurt the company.
When you have stale bread for example, isn't it the usual practice to return it to the store for a refund or exchange? I would think when that happens the store contacts the supplier and gets the defective or spoiled item replaced free of charge. So that process happens anyway whether initiated by the consumer or the merchandiser.
I have to wonder what would stop me from returning the item to the store for a full refund, then calling the manufacture's number and getting a free coupon? I am too honest for that kind of garbage, but a lot of people aren't.
I have no problem calling a company on a bad product, have done so many times and most want to give you a discount or new product. Had to call on a money pac card a few days ago, saids you can reload it but they couldn't get it to reload saying their was a error, I call the company told they were false advertising about the reload . he put me on hold and when he came back ask me to go to a dollar store close to me and they reloaded it and don't even sell that card. I have a pre paid 10.00 card coming in the mail for my hardship in trying to use their product
I'd say be very careful when you complain about service. You can get someone in trouble when they might not deserve it. I have never complained about service.
Again I have no problem with this especially in a meat dept, when you got people that don't give customers what they want if they have it needs to be reported and got rid of we have had to many of these lazy ass people give us a bad name, get rid of the trash in our markets is the way I feel about it. I'm one of those that tell a person to their face if they have good customer service, even to the point of having a manager called over and tell them they need to give this person a raise and keep her or him. I will also tell one, Do you ever feel guilty picking up your check when you haven't earn it
Burgermeister I can answer that question lol I've know you what now 12 years going on 13 or 14. You bark loud sometimes lol but you a good man at heart and love the trade, you still have a passion for it and you are a customer service guy although at times you don't like to admit it, They found out real quick you will take care of their needs, and truth know with a big smile lol
