In my house, we love DiGiorno pizza. One recent purchase turned out a little disappointing. A piece of the frozen pizza dough had been broken off and then simply packaged back up with the rest. This end piece had no toppings.
I called customer service and they apologized for the inconvenience. A week later I got two coupons for free pizzas.
These guys took to heart the lessons learned from Huggies earlier:
- Apologize for the problem and inconvenience
- Compensate the customer for their time and trouble
The 2 pizzas we got with the coupons turned out great and we’ve since purchased more DiGiornos.
When you fix a problem with your products, encourage the customer to return. Freebies often work because they show your customers that your products aren’t all bad.
The keys to recovering from a bad product are:
- Immediate resolution:
- Correct the problem
- Replace the product
- or Refund the money
- Give a little extra bonus for having to put up with the problem. This could be a free coupon, a discount on future purchases, or anything to show that you are respectful of the customer’s inconvenience.
Keep up-to-date with the latest Return Customer articles:
Subscribe to our RSS Feed
Sign up for email updates
Paul Konarski
September 30, 2005
Digiorno is the best home cokked pizza out there!!! We buy 2 pizzas every week so my son I can can enjoy them while we watch football on the weekends. Keep up the good work.
Bob Lambert
October 17, 2005
Love the large one that cook in the oven. (Much better than delivery). Bought 3 12 inch, did not notice they were microvave. VERY DISAPPOINTED IN THOSE when we got around to fixing one of the pepperoni, cheese does not do well in micro as it does in conventional oven, yes we used the aluminum thing as described. Will try the other 2 in conventional oven.
richard smith
October 28, 2005
we buy your pizza’s from sam’s warehouse we get 3 pks of the 3 pack with pepporoni and peppers cheese saucage and olives i fixed 2 this evening and i was really disappointed when on both pizzas there were barely any olives at all on them i surer hope you’ll are not cutting back on the olives to this small amount if you are you will lose me as a customer
richard
Joe
October 29, 2005
Richard: I’m not DiGiorno but if you call the phone number on the package you can let them know about your experience. You may even get a coupon or two!