Nope, I'm not talking about viral infection - I'm talking about a brilliant recovery from a customer service cock up.
I was beside myself with joy when I read a tweet that Bristol Beer Factory had started up a retail online shop. They'd done so quite a lot later than other Bristol breweries we love and we'd been missing their beers since we've been unable to travel to our flat in Bristol.
By the time I got to the online shop they were already out of stock of a couple of our favourites but I ordered a couple of cases of bottles and inwardly squealed with excitement.
I got the confirmation that the order had been prepared...and then a few days of silence.
On Monday I messaged them just to ask for an ETA and swiftly got an honest and apologetic email back telling me they'd made a mistake and hadn't disptached our order. They promised a gift by way of apology, and a promise for delivery today.
Our parcel has been delivered - including a box of a whole host of goodies including some bottles of the beers I missed out on and a lovely hand-written note.
Now, I've been a fan of this brewery since they were...well, a brewery. The first place I met a couple of my Bristol photography buddies was in a BBF establishment.
Me and the Best Beer Buddy did quite a lot of our initial bonding at one of their pubs and we bought a flat around the corner from the place as our Bristol home and it's still the first place we go when we arrive on the train. (bloody hell, do we miss the pub!)
When an organisation starts a new service in circumstances like this, there are going to be cock-ups. But the key thing is how you recover from the cock-up, and BBF knocked the ball out of park on this one.
So the next time you go to Bristol, make sure you drop into one of their establishments, or drink one of their beers in one of the city's superb pubs (their pump clips are really easy to identify from the outside of a pub). Their beer deserves your attention and their staff know how to do the job right.
Thank you Team BBF - we do miss you!
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