In my house, we love DiGiorno pizza. One recent purchase turned out a little disappointing. A piece of the frozen pizza dough had been broken off and then simply packaged back up with the rest. This end piece had no toppings.
I called customer service and they apologized for the inconvenience. A week later I got two coupons for free pizzas.
These guys took to heart the lessons learned from Huggies earlier:
- Apologize for the problem and inconvenience
- Compensate the customer for their time and trouble
The 2 pizzas we got with the coupons turned out great and we’ve since purchased more DiGiornos.
When you fix a problem with your products, encourage the customer to return. Freebies often work because they show your customers that your products aren’t all bad.
The keys to recovering from a bad product are:
- Immediate resolution:
- Correct the problem
- Replace the product
- or Refund the money
- Give a little extra bonus for having to put up with the problem. This could be a free coupon, a discount on future purchases, or anything to show that you are respectful of the customer’s inconvenience.