Denny’s Daily Zinger: Nestlé’s World Class Customer Care

I’ve been devouring Stouffer’s frozen spinach soufflés for 65 years. Stick one in the oven for an hour with the meat loaf and it’s great comfort food.
Recently, Peggy emailed Stouffer’s:

I’ve been looking for your spinach souffles in several Philadelphia ShopRites, but can’t find them. Have you stopped making this product?

From: NestleFrozenFood@casupport.com
To:
Peggy Hatch
Subject:
Response from Nestlé Case ID: 25506693

Dear Ms. Peggy Hatch,

Thank you for inquiring about STOUFFER’S®.

As you may know, we produce and market a variety of products. While we would like every store to offer each item we make, it is their decision as to which products they will carry. If the item is not readily available, please ask the store manager for assistance, as it may just be out of stock.

According to our records you may be able to purchase this product at the following locations:

Acme Market 
1400 E Passyunk Ave 
Philadelphia PA 19147
ShopRite 
29 Snyder Ave 
Philadelphia PA 19148
Pathmark Supermarket 
330 W Oregon Ave 
Philadelphia PA 19148

To find stores in your area selling the meals which interest you, please use the Store Locator tool available on our Stouffers.com website. You can access that directly by clicking here.

Once again, thank you for your interest in our products and we hope you’ll visit our website often for the latest information on Nestlé products and promotions.

Sincerely,

Colin MacLean
Consumer Response Representative

Imagine spending this much time and effort on a $1.99 product!

Nestlé cares!

Denny Hatch is the author of six books on marketing and four novels, and is a direct marketing writer, designer and consultant. His recently published book is “Write Everything Right!” Visit him at dennyhatch.com or contact him at dennyhatch@yahoo.com.

Denny Hatch is the author of six books on marketing and four novels, and is a direct marketing writer, designer and consultant. His latest book is “Write Everything Right!” Visit him at dennyhatch.com.

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Comments
  • Steve Markowski

    Denny,

    Now that you’ve hatchtagged the spinach souffle, Stouffer’s will probably set new sales records.

    The Stouffer locator is quite marvelous. However, like Peggy, I would only think to ask, politely, in words – old school -and hope for a helpful response. And, hallelujah! the old way still works at Stouffer’s.

    Best regards.

  • Barry Dennis

    Cusatomer care IS caring about the customer, their BRAND LOYALTY, THEIR LIFETIME VALUE, THEIR PARTICIPATION AND ACCEPTANCE OF YOUR BRAND’S IMAGING. It isn’t just that $1.99/2.99 individual sale, it’s the hundfreds/thousands of "$1.99 and up" sales that a customer for that product may generate over time, to say nothing of the trust that engenders sales of other branded-family products from Nestle-or anyone else -who knows enough to care about their customers. One of the problems with SOME business today is that THEY DON’T UNDERSTAND OR CARE about more than today’s sale, believing that customer loyalty is a thing of the past. With today’s rapid-fire technology and social media environement, some of that attitude may well be true, but the evidence is that customers are even less knowledgeable today than yesterday, and they depend more on the word-of-mouth and viral affirmation of their value, not less.Take heed, brands! Disillusion current and potential customers with shoddy promotions and less-than-value-packages and pay the price.