No matter the weather outside, i.e. a polar vortex, I love ice cream. Since moving to New York City, from New Jersey, I don’t purchase it as often because a pint is upwards of $6.00 in most grocery stores. The other day, I happened to pop into Gristedes to pick up a few things and saw that my favorite gelato, Telenti, was on sale for a steal at $4.00. I promptly picked out a pint of Black Raspberry Chocolate Chip.
Later that night, I scooped out a cup of ice cream and took the first bite. It was awful; it had a sandy texture without the crunch that usually accompanies it when you accidentally get some in your mouth at the beach. I decided to let Telenti know that something was wrong with the product. I hunted around the website for a phone number or email address but came up with nothing but a comment box. I hate filling those out; you know that your comment is probably one of two hundred that they receive on a daily basis, getting lost in oblivion. I did it anyway.
The next day, to my surprise, I received an email within less than 24 hours of submitting my comment. The rep asked me for the date and time stamp on the bottom of the pint and promised to look into the issue with the manufacturing department. She also asked for my address so she could mail me out complimentary coupons for another pint.
Marketers rely on brand loyalty, but it goes both ways. Consumers want to know we can trust in an organization when something goes awry. Although it wasn’t the best ice cream experience, because Telenti handled the situation the way they did, I am definitely still a fan. I was more than pleased with Telenti’s prompt reply, and eagerness to make sure that I was satisfied .This is the type of customer service consumers, look for and expect, when dealing with companies.