We dont have to own the company
by The PlanetFeedback Team - Posted Mon July 14, 2008 @ 4:37 PM
to know how to take care of this situation. As we explained in our first comment on this letter, the issue is simple...Krispy Kreme has a customer who's disappointed with the decision to change business hours and who wasnt able to get the doughnuts she was craving.
And the solution is simple...do something nice for her while acknowledging the fact that the company's decision to change business hours had a direct negative impact on a customer who very well might not come back again as a result..
This is not "waxing philosophical"...this is called the real world and it happens all the time especially when you're talking about a lousy two bucks worth of product vs. the chance to salvage and maintain a relationship with this customer.
Despite all the hyperbole present in most of the comments to this letter, this letter writer does not represent a problem for Krispy Kreme. In fact, she did them a favor by writing to them. At least they now have the opportunity to address the situation and perhaps even make it better.
Companies do not fear customers like Rochelle. What they do fear are those customers who enter the drive thru, discover the business is closed when they thought it would be open, get mad and drive off, never to be heard from again. THAT person is a company's worst nightmare because they never know they lost them and it usually only shows up three or four months later when the cumulative effect of all those lost customers finally starts showing up on the top line of the P&L in the form of decreasing sales.