Vosges Comes Out Smelling Like a Chocolate Rose


Share on LinkedIn

I am a big fan of Katrina Markoff and her Vosges chocolate. I interviewed her on my radio show last year. My wife, Sara is also a big fan and I try to buy her Vosges chocolate for many occasions. For this holiday season, I bought her a variety of chocolate on my way home from the airport. Sara did not like 2 of the 3 things I bought her. The next day, she tried to return it to the local Vosges store.

The sales person said that they could not take a return since it was “food”. When Sara asked to talk to the manager, she was told the wait would be 30 minutes. When Sara came home and told the story, I was surprised that a Vosges product could not be returned because she did not like the taste.

I contacted a person I knew at Vosges to relay the story. Immediately they sprung into action and I received this note the same day:

“My name is Katie Ozinga I am the Chicago Manager for Vosges. I sincerely apologize for your inconvenience …. I would like to turn your experience around. Please let me send you some products of your liking on us. If you could email me what you would like and where I can ship this to I would be more than happy to. Once again I apologize as this is certainly not our standard.”

Vosges was true to their word and gave great service. The next day, the hand delivered a new product that Sara loved!

All businesses make mistakes. It is a true opportunity when a customer complains to turn it around. Most customers never bring a complaint to the company, but just repeat it to their friends. When you become aware of an unhappy customer, it is your chance to make them a raving fan again….just like me.

Republished with author's permission from original post.

Barry Moltz
Barry Moltz Group
Barry Moltz has founded and run small businesses with a great deal of success and failure for more than 15 years. Barry is a nationally recognized expert on entrepreneurship who has given hundreds of presentations to audiences ranging from 2 to 2,. His third book, BAM! Delivering Customer Service in a Self-Service World shows how customer service is the new marketing.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here