Working a rather complicated (and heated) consumer affairs case this morning. The consumer kept saying she was disappointed “in such a highly regarded company” and she “never expected such a great brand to have an issue like she’s experiencing."
Get this- she was disappointed in more than my company and brand…she was disappointed in “her brand.” It seems that she has had a vested interest in our organization for many years. She’s owned our products, referred her friends and basically bragged about being part of our brand. So she’s emotional AND disappointed- not because of her product- but because she opened herself up, she fell in love.
Now is consumer affairs about fixing problems or mending emotions?
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