We were driving back from the store and Ashley was enjoying her A&W Diet Root Beer immensely. She noticed the phone number for comments and decided to call A&W and let them know how much she liked the product and its old-timey bottle.
The woman who answered the call, after Ashley punched around for a few minutes in their phone system, was not excited to hear Ashley's compliments. In fact, she treated Ashley like she was making a complaint, zombie-slurring her way through the same questions about our ZIP code and the batch number.
Note to company: when we like your product, we form a relationship in our heads with your workers, who we imagine to care about how we feel. Treating nice gestures like annoyances breaks that relationship.
This gem, though, after she hung up:
A: “So they're owned by Cadbury-Schweppes. Who knew those two were in cahoots?”
D: “Well, yeah. They're a big, big company.”
A: “Hm. And the funny thing is, I was looking for a Cadbury egg. And we all know my feelings toward Schweppes.”
Technorati Tags: business, customer service, cadbury-schweppes
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