What if the Roasted Pecan Syrup Fails the Taste Test?

Sometimes I'm so happy with a product I just have to tell the manufacturer. Unfortunately, sometimes the opposite is true.

Case in point: Recently, I tried a new flavored syrup on pancakes. Pecan flavored. Mmmmmm! But hey, wait a minute, shouldn't this stuff taste like pecans? Unfortunately, not this time it seems.

I marched to the email machine and keyed in a letter:

"I am contacting you to tell you how disappointed I am with your Roasted Pecan Syrup.
Having recently purchased a bottle at a store in Ottawa, Ontario, I was looking forward to a pleasant pecan taste experience, as I do like pecans.
Unfortunately, this was not to be, as when tasting, I found that this product has practically no taste at all!
No amount of shaking the bottle changes this, although the evident pecans, which enjoy staying at the bottle's lower reaches, do rise somewhat.
If this product is meant to offer only a very subtle pecan taste, it is probably successful, but as the main ingredient IS corn syrup, one would expect there to be some sweetness, however none is offered.
Did I get a bad batch or is this normal?"

Now, I have to admit that this letter may sound a little facetious, but it is meant to be a "constructive criticism" although no solutions are offered (by me). And as I have not resorted to using expletives, I think the manufacturer could learn by this that: a) they have an unhappy customer; b) a batch of their syrup may have been sub par; or c) the product is just no good.

Companies that sell a product or service can learn from customer communications both positive and negative — and take action. I have always said, and it IS a goal of marketing, that there must be a relationship formed between the customer/client and the manufacturer/service provider. This company seems to understand this as when the web site address that is found on the bottle is visited, there is a vast array of products, recipes and information available on a site that is most impressive. Very clearly a site that is meant to be both entertaining and relationship building.

The fact that I have taken the time to contact the company, albeit with a complaint, means that I have taken an interest in their company — and I expect the relationship I have to continue in some way: a reply certainly; perhaps a refund; but maybe to be asked questions like "what could we do to improve the product?" or "what was the date code on the package?" thus taking an opportunity to improve the product or solve a problem.

It is actually possible for a company to strengthen a relationship gone awry by sending a concerned reply that conveys concern and asks for feedback. To not answer at all is the kiss of death to the relationship.

I have not as yet received a reply, but it's early days yet. I'm waiting. Tick tock.