As I mentioned in one of my earlier posts on customer feedback, companies like Delaware North have good intentions, but their internal processes betray them. Yet, a megacorp like Walmart does it right.
I wanted Martinelli’s sparkling cider, and the nearest store was Walmart. Our Boise superstore is not your quickie mart for some drive-by, last-minute shopping action. It turned out that they didn’t carry Martinelli’s and I had to go elsewhere. I later took the issue up with the store by going online and completing their feedback form.
Two weeks later, I was pleasantly surprised to receive a call from the Boise Walmart assistant manager, Cheryl, who explained that while they no longer carry Martinelli’s, they had a box or two in back and to stop by if I wanted to pick it up. Now that folks, is customer feedback done right, pure and simple.