Writing to Companies – Delight the Customer

When I take the time to write to a company, I expect some sort of reply in return. Often it starts with an automated  “confirmation email” that reads something like Thank you for contacting us.  We have received your inquiry.  Your comments are very important to us and we will reply to you within two business days.  Then I may receive an email from a customer service representative that is clearly a form letter.  Or I receive an awesome personal reply that puts a smile on my face!  The following experience put a smile on my face.

I tried a new (to me) brand, Straw Propeller, on a whim.  I saw a small display of quick-prep oatmeal with adorable packaging.  Yes, packaging matters!  And if it’s pretty, cute, or clever it will catch my eye.  So I chose one cup of the oatmeal and place it in my shopping cart.  Later, I cooked it up with water and gave it a try.  The flavor is sweet and generous with actual fruit inside.  Some flavored oatmeal is often lacking in flavor.  You get a hint of “maple syrup” or “fruit”, but it’s more of an afterthought.  Not Straw Propeller.

So I wrote to them.  This is what I said:


As I write this letter, I am enjoying my very first Straw Propeller product – Apple Crisp Oatmeal.  I purchased it the other day, persuaded by the packaging and wholesome ingredients.

This stuff is really good!  I’ve had other oat products that I will never repurchase; this, I will.  I also think it will be well received by my little one too.  Thank you for a wonderful product.

They replied:

What an awesome rave,  thank you for taking the time to email us!  We love hearing from our customers.  My kids love the Oatmeal too so I’m sure your little one will enjoy it.  All of our flavors are kid friendly but we do have 4 products that are specifically marketed for kids (although adults love them too!)  Strawberry Jungle, PB & J (kids,) Peanut Butter Apple Muesli ( my families favorite,) and Cinnamon Raisin Muesli.  The Strawberry Jungle and kids PB & J have a reduced amount of sugar and the Muesli has no added sugar or salt.  The flavors are very kid palate friendly.  Make sure to follow us on twitter @strawpropeller and on Facebook, Straw Propeller.  We often run fun contests for a chance to win free product!  Thank you again for taking the moment to email us, we appreciate you!
Peace. Love. Oatmeal!
The reply I received was positive, acknowledged my personal email and was thoughtfully written.  Yes, I was encouraged to try other products from them (buy more!).  Then again, I already expressed my delight with their product so it makes sense that I would want to try another.  They didn’t include a coupon, which I would have liked.  I did not ask for one either.  That will be a whole other topic for another day, though.  Overall, I have a great impression of Straw Propeller.  Their oatmeal is made with good ingredients, it tastes great, and their customer service impressed me.  They did many things well, and it has earned them a happy customer.  Any reply from a company is good, but one with thought is always better.

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