Tuesday, April 3, 2012

Well played, Coles, on service recovery




Coles had the chance to manage a product failure. They passed with flying colours. I think it's called service recovery.


Yucky. Ham that I bought in the deli section on Wednesday, went discoloured by Sunday. If there's one thing I know, it's food safety. I had pulled it straight out of the car and into the fridge when I got home. I'd used a bit on Wednesday, but mostly it was $8 worth of ham.


OK I made some time on Monday to go back to the store. I probably wouldn't have done it if I didn't need blog content. But then again, dollars count a little more these days. Anyhoo.

They brought the deli manager over, she was interested and said she made a note. The particular line, they said they had started "specialling" on Wednesday, and it was handy information. I sort of believe them.

I got a credit, some respect and a couple of extra bucks. I'm pretty happy. Somebody got to eat the ham, however, given it was discoloured, not putrid.



And the circle of life has it that we end up getting a payback too


So, nicely played, Coles. You're getting a lot more of my weekly shops. And this stuff helps.

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