A couple months back I bought the Mission
carb balance flour tortillas. I was so disappointed in them because
all the tortillas stuck together and ripped when I separated them.
I told a friend about it and she suggested I go to the website and
email a complaint. I did.
To my surprise about a week later, I received a very nice,
personalized (not canned) letter in the mail providing an
explanation as to why this may have happened and asking me to try
it again. With the letter were free coupons to try their
products. I was shocked over the professionalism and effort
made to win me back as a customer. Afterall, all I purchased
was a $4 product!
Kudos to Mission! With that kind of customer
service, it is no wonder they are the "World's Best Selling
Tortilla".
Even if you are selling a simple $4 product, take customer
complaints seriously. Afterall only 4% of unhappy customers
complain. Those that do complain can tell many others causing
damaging word-of-mouth advertising. Taking care of customer
service complaints like Mission did can create excellent word-of-mouth
advertising like this blog.
http://www.missionfoods.com/
