talking to the customer
I have never been a coupon clipper but I am an above average fan of oatmeal. When a new internet coupon for Jamba Juice oatmeal came my way, I decided to give it a shot.
This morning I went to Jamba Juice and saw that the person in front of me had ordered using the coupon. Good, I thought, it’s a valid coupon. After I made my order but before paying, the supervisor told the cashier (and indirectly me) that they were not serving any more oatmeal.
It was only 30 seconds in all, but it’s why I won’t be coming back. My experience highlights two business ideas that can never be underestimated: when launching a major product, be ready for the demand; and embrace the need to communicate with customers.
With a new product line it’s best to market-test to see that there is enough of a market for the expansion. Surprises about demand should be worked out in a reasonably run market test. No one wants to turn away an eager customer, but if you under estimate demand, there is no other option.
That’s the case if the reason I was declined is a lack of supply, but that’s the thing–I don’t know. I was just turned away after ordering.
Maybe Jamba Juice’s team would have given me an answer if I would have asked, but at that point I lost interest in buying anything. At the very least, tell me directly that you are not serving. Even better, give me another option. Something.
Every company needs to communicate with its customers. It’s not that important why a customer can’t have the special offer, but it’s very important that representatives are willing to share that information, and not just leave people like me disappointed.