I think a lot of people assume most companies don’t care what people think about their products. That may not be true. If we all put more companies to the test we might be surprised. I was when I decided to test a snack food company.
I noticed a new brand of snack chips in the cafeteria in our building several weeks ago. Maybe they weren’t new but I had never seen them before and I really didn’t want the basic Lays potato chips, so I bought the $1.29 bag of Stacy’s Pita Chips. Sounded almost healthy.
When I got back to my desk and opened the bag I couldn’t believe how few pita chips were in the bag. I realize “some settling may occur during shipping” but it looked like about 7 measly chips in the entire bag!
My first thought was that I was ripped off and that “Stacy” planned it that way. But then it dawned on me that maybe it was an honest mistake and somehow their packaging machine messed up. So, I found the customer service e-mail on their website and sent them a note explaining my experience. The next day I received an e-mail back stating that Stacy’s does their best to provide a quality product and satisfy their customers. They asked for my mailing address so they could send me a replacement bag. I thought that was a decent response.
A couple weeks later when I got a fairly large box delivered to my house I thought it was a gift I ordered for my wife’s birthday so I told her to open it. She had a confused look on her face when she opened it to find a dozen bags of Stacy’s Pita Chips.
It took me a moment to remember the e-mail exchange with Stacy’s but then I was really impressed. They could have just sent the single replacement bag but they sent a boxful. A snack food company that didn’t want the customer to have a bad impression of them. To me that was the Diff. Or maybe it’s not so different. Maybe we just need to put more companies to the test.
By the way, all the bags of Stacy’s seemed about one-third full. I guess “some settling does occur during shipping.”
But they are good pita chips.