This past weekend I tried to create an account on Meijer.com. Meijer is a leading regional retailer and grocer and my family shops there almost every week, sometimes more. I was trying to view their weekly sale flyer and print up a shopping list when I decided to create an account. No biggie - right? Well, for some reason Meijer's web server did not like my address. After six failed attempts to enter an address that would be accepted, my seventh iteration was finally accepted.
Since I work in the web design and development industry and have a long background in sales and marketing I was a bit irritated that I had to try so diligently to get a simple account setup on their website. The process of setting up an account should be one I consider to be worth while - not frustrating. My solution? I went to Meijer's Facebook page and posted a comment about my experience trying to create an account at Meijer.com (click here to see that post). I am not exactly sure what I expected - after all, I had managed to create my account - yet I would want to know if my website was "having issues."
On the next business day a representative from Meijer contacted me via Facebook, thanked me for my feedback (which was not totally positive) and asked a few relevant questions to determine what had caused my experience. I responded and just a bit later, the same representative from Meijer followed up with me and explained what happened on their end. I was pleased and felt "cared for" by a company that I regularly visit.
I should note that Meijer did not give me anything for free, that was not necessary. They did not make excuses, that would have been a mistake. They simply used Facebook as a way to engage in a conversation with me (and many others along the way). Kudos Meijer!
On their website, Meijer states:
We are a company that is committed to you; we care about you and your family by providing positive solutions to your everyday problems.
They lived up to that commitment.
Your company or organization can do the same. Start today!
