I'm pretty sure Holgate's reputation is based on the quality (such that it may be) of their beers and not on a single response to a borderline illiterate's ramblings on one messageboard. As for this being a shitstorm - hardly. There's a sandstorm in some sensitive vaginas maybe.
Sums up my feelings about this thread. Spot on Bum.
has anyone thoguht about the fact that ian might have been a little offended that his hard work was called shit. so I can see why he posted what he did.
unfortunately bum seems to be right about sensitive vaginas around here.
Ian's comments were also prefaced with an apology, a small rant followed by a peace offering. I like to call this "the apology sandwich".
You can try and act tough and mighty behind a keyboard or telephone and rant like a lunatic without any logic whatsoever but in most instances you are the one that ends up looking like the idiot. You will find real customer service doesn't always begin with the customer saying jump followed by a response of how high? Unless you're a pimply 15 year old at an undefined take-away chain used to having burgers thrown in your face because there is not enough mayo on them (yes i have seen this happen). These people should be directed to the door 99% of times.
My experiences with customer service is if you kick and scream like a child, you should be treated like one. "Go and sit on the naughty step and think about what you have done" as far as I'm concerned.
If you formulate a realistic argument, state logical issues and have some degree of tact you will almost always find the response you are seeking.
This thread has not jaded my view on Holgate but rather strengthened my feelings on the way they deal with vicious slandering of their products, establishment and staff. It would have been another yawn-fest and typical unemotional response if it stayed PC. Its all well and good to let the customer think they are right 99% of the time but sometimes things need to be said otherwise. I believe in this instance the correct response has been given.