Wednesday, January 31, 2007


First post of the new year! And its something relatively trivial, but it does show that good customer relations STILL exist!
Before Christmas, I bought a box of Twinings English Breakfast tea bags - partly because I had run out of the usual PG Tips (I had been given a big box the previous Christmas when there was a Wallace and Gromit heat sensitive mug!), partly because there was a special offer on the price in my local supermarket and mostly because it came with rather nice, free, metal tea caddy (and I'm a sucker for 'free' stuff) I like English Breakfast - it's a bit stronger and more tea-ish than the ordinary blended stuff.
Unfortunately, when I got it 'ome, I found that two bags were stuck to the bottom of the box - some of the packaging glue had leaked, and in trying to remove the bags, I tore them, spilling tea everywhere.
Later that evening, just in case they might be interested, I left a message on the Twinings website, suggesting they might want to check their gluing machine. I was emailed the next day, asking for my details and suggesting that I might be sent something back for my inconvenience. I was pleased to get the return email and, thinking I might get a couple of tea bags as replacements, thought no more of it. Last week, I got a hand signed letter from Twinings explaining the problem, apologising for the inconvenience and (again) mentioning that something would be sent to me - this week, the something arrived - two boxes of English Breakfast teabags! Woo Hoo!
I'll be writing a proper letter of thanks to Twinings, but I thought I'd mention it here (not that anyone reads this I suppose!) This is a company that responds to customer feedback and (as a result) encourages brand loyalty. Thanks Twinings!

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