This weekend we went down to Old Town Gilbert for some dinner at Liberty Market (remember this story?) and afterwards we wanted something sweet, but not to big. It was then that we saw Joe's Real BBQ across the street and Marcus had the bright idea to go get cookies--remember how much we loved them last time we had a taste?
We bustled over there as fast as our full bellies could manage, stood in quite and extensive line and grabbed ourselves a couple of cookies. As we walked back to our car, we began to indulge...only it wasn't indulging this time. I took one bite and felt nothing. Another, and it was just as bland. Where had the Ooo and Aww gone from these chocolaty treats?
I tweeted my disappointment and then forgot about the event. Not an hour later I received a message from Joe's explaining that they would like to apologize and requested my address. I was pretty impressed with the apology alone and didn't expect anything more, imagine my surprise and delight when I opened the mailbox to find a note from them that also included a nice gift card and a request to give the cookies another try.
I really respect companies that are determined to please their patrons and go the extra mile to make things right. I didn't have to go in ranging and demand to speak with a manager, all I did was tweet something like, "Did Joe's change their recipe, the cookies weren't as good tonight." And that was more dissatisfaction than they wanted their costumer to feel. I really like that Joe, thanks. You'll be seeing me soon, Fear not...But those cookies better be good.
What are some businesses that have policies you respect?