Rye Me?

While I don't often use the phrase, "unfortunate bread experience," I had one recently, courtesy of a nearby grocery store. I had bought a loaf of wheat bread that made me stop chewing when I bit into it. The bread wasn't stale but rather tasted a lot less, "wheaty" than usual. It looked a bit pale too.

Shortly after my meal, I looked up the store online and sent in a customer communication. I mentioned that I had enjoyed the bread in the past, wondered if something had happened to change its receipe, and mentioned if the change was permanent, then I probably would not buy the product again.

The next day I received a reply to my email. I was asked to give some more information about the product and the store where I bought it. My concerns were acknowledged and I was also told that I would be sent a $3 coupon for anything in the store. While still disappointed about the bread, I was back to feeling like a satisfied customer.

This approach to customer service made me realize that it's not always about solving a problem but listening to the complaint. Most people just want to know that their concerns are being heard. The store didn't try to defend its product or suggest that my tastebuds were the problem. Instead the focus was on making sure that I would remain a customer in the future.