If Something is Bad, Do You Go Back for Seconds? (Or Thirds?)
My favorite candy bar is made of dark chocolate and infused with mint flavor. It’s got this texture that feels like you’re eating slightly crispy, crystalline chocolate that makes it feel kind of like eating a thin mint cookie. And, because I’m a hippie, I love that not only is it soy, gluten and emulsifier free (real chocolate doesn’t need emulsifiers), it’s also fair trade.
So of course it’s also stupid expensive.
I don’t buy candy or junk food (because I would eat it all. Every last thing.) except, on special occasions, this sweet, sweet indulgence. I enjoy every bite of that tasty, snobby chocolate.
And then, the thing you never want to happen to your snobby chocolate happened to mine.
I brought it home one day and opened it to find it covered in chalky awfulness. That’s right. Unlike every other time when I would rip into that thing as soon as it rang up on the register, I had waited.
All the way to my house.
And it was ruined.
But, it was a fluke, right? That’s not going to happen when I go back for next week’s groceries.
Oh yes it is. It happened the next week. And the week after. Three times my perfect chocolate bar was ruined (!).
I thought about going to social media or customer service, or even back to the grocery store. Why didn’t I?
Because it was too much damn energy. I just wanted my chocolate! I was mad that I couldn’t have it! Instead of resolving it, I just took my business and left.
Consistency Builds Trust
They got it wrong three times. I was willing to consider the first two flukes. A bad batch. An issue. Whatever.
But three times? That’s a company problem.