There’s nothing more refreshing than knowing there are companies out there that are actively listening and care about their customers’ feedback- companies with management that takes swift action and proactive enough to do the right thing.
I was surprised when I received a call today from a top manager at United Colors of Benetton regarding an incident with a store employee at their Kaslik branch I had blogged about yesterday. He had read my post and immediately looked into the matter. In fact, he had looked into the matter so thoroughly that he was able to track me through the purchase I had described in my post.
He courteously explained to me how appalled they were to learn about the unprofessional behavior of the sales girl who in fact was not a manager and how this incident in no way represents United Colors of Benetton’s culture or values. After hearing her side of the story, they have fired the sales girl and taken all the necessary arrangements to ensure this is an isolated incident and I believe they will. They have even gone as far as offering me a gift voucher at their store which I have graciously accepted.
I can’t tell you how relieved I am to know that there are still big organizations that can take negative criticism and turn it into something positive. I always try to come up with great case studies about how social media has evolved the way brands engage with consumers and I finally have one of my own. I take it back- I will definitely be shopping at United Colors Of Benetton again!