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A Disservice

I always complain. Hey, it’s not my fault. Growing up, my parents were big letter writers. If they felt they weren’t being treated fairly, they …

I always complain. Hey, it’s not my fault. Growing up, my parents were big letter writers. If they felt they weren’t being treated fairly, they put pen to paper. These days, my upbringing has combined with my professional curiosity. Everyone always claims to offer great customer service, so I often test it. My conclusion: I wonder if stores and vendors know what customers really want. For example, recently Revlon discontinued my favorite nail shade, which I wore every day. I sent them an email begging them to reconsider. In return, I got a form letter (expected) that suggested I try one of their new colors. My immediate reaction was, how about a coupon for that purchase? Clearly I’m a loyal (and disappointed) customer, why not extend an olive branch to keep me shopping the brand? How easy and inexpensive would that be? That’s a huge missed opportunity. Now I’m destined to fall in love with another hue and it will probably come from another brand. See ya, Revlon.

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