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McComplaints can be a goldmine

by Scott Ames
16 replies
I like to learn from the best, and McDonalds is one of the best marketers around. A few months ago I complained about soggy McNuggets at one of their locations... today I got a nice promo letter that went something like this:

Thanks for writing.. I hope you are happy... we apologize, etc... But hey McDonalds has a new McCafe coffee, enclosed is a coupon for a free one plus other coupons to get a discount on more...

What a great way to promote a new product and make someone feel good for complaining all at the same time.
#complaints #goldmine
  • Profile picture of the author Floyd Fisher
    I'm going to bookmark this.....every time I hear someone complain about refunds...I will lead them to this thread.
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  • Profile picture of the author BigRedNotebook
    True.

    But wouldn't it be more effective to serve up piping hot, crispy McNuggets and to stick that freebie coupon in the bag to promote the product/thank the happy customer?

    You're right... If you're going to get complaints, that's a good way to handle them.

    It's always better to avoid complaints in the first place, though! :-)
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    • Profile picture of the author KarlWarren
      Originally Posted by BigRedNotebook View Post

      It's always better to avoid complaints in the first place, though! :-)
      I disagree...

      It's always better to provide the best experience you know how - and WELCOME complaints. The more complaints you hear about, the more customers you have the chance to turn around - and the better experience you can learn to provide for everyone else.

      Kindest regards,
      Karl.
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  • Profile picture of the author MarkAse
    McDonald's is a pretty interesting company(full disclosure, my dad works for them) they tend to think of themselves as either a real estate company or a marketing company depending on who you ask. Outside of their test kitchens I rarely hear them talk about the actual food, which is an interesting business model that seems to work extremely well!
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    My current project, the Uncorked Ventures Wine Club. More coming soon, here.

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  • Profile picture of the author John Romaine
    I sent a six page letter of complaint to a telco company here recently and the complaint was disregarded. I cancelled the service and they have now sent me a $177 cancellation fee. Their company sucks.
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    • Profile picture of the author Scott Ames
      Originally Posted by ramone_johnny View Post

      I sent a six page letter of complaint to a telco company here recently and the complaint was disregarded. I cancelled the service and they have now sent me a $177 cancellation fee. Their company sucks.
      Isn't that frustrating? I've had companies totally ignore letters of complaint as well. One company I wrote to several times and even used a certified letter with return receipt so I knew they got it.... nothing... I shall never buy from them again.
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      Success consists of going from failure to failure without loss of enthusiasm. -Winston Churchill

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    • Profile picture of the author Loren Woirhaye
      Originally Posted by ramone_johnny View Post

      I sent a six page letter of complaint to a telco company here recently and the complaint was disregarded. I cancelled the service and they have now sent me a $177 cancellation fee. Their company sucks.
      Hit them where it hurts. Make their f'd-up business
      practices public.

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      • Profile picture of the author Killer Joe
        Originally Posted by Loren Woirhaye View Post

        Hit them where it hurts. Make their f'd-up business practices public.
        6,297,118 views for that vid...

        KJ
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      • Profile picture of the author Scott Ames
        Originally Posted by Loren Woirhaye View Post

        Hit them where it hurts. Make their f'd-up business
        practices public.

        I loved that video! So cool, thanks for sharing.
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        Success consists of going from failure to failure without loss of enthusiasm. -Winston Churchill

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  • Profile picture of the author AndyM121
    Hey Scott,

    That's a great post. It is absolutely the way to deal with a complaint.

    They don't know whether that experience will or will not stop you from visiting them again so they have turned it back on you. They are giving you something that is, effectively, worth nothing to them i.e a coffee, which you have to go in to a McDonalds to get and then to cap it all discount vouchers that make you go back again and again. And it's not as if you'll only buy a coffee the next time.

    Credit where its due.

    Andy
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  • Profile picture of the author MichaelHiles
    They couldn't give me stacks of free McCafe crap to go there again.

    I bit down into a McSkillet burrito this morning and extracted a human hair approximately 12 inches in length in my mouth.
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    • Profile picture of the author JohnMcCabe
      Originally Posted by BigRedNotebook View Post

      But wouldn't it be more effective to serve up piping hot, crispy McNuggets and to stick that freebie coupon in the bag to promote the product/thank the happy customer?
      If you do enough business, eventually you're going to disappoint someone.

      Handle it right, and you can get someone to post about it on a popular forum.

      Handle it wrong, and over 6 million people hear about it...
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  • Profile picture of the author Frank Bruno
    Now Warriors will game the McComplaint system to get free coupons... lol

    Frank Bruno
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    • Profile picture of the author Scott Ames
      Originally Posted by Frank Bruno View Post

      Now Warriors will game the McComplaint system to get free coupons... lol

      Frank Bruno
      Ah... never thought of that one. haha
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      Success consists of going from failure to failure without loss of enthusiasm. -Winston Churchill

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  • Profile picture of the author Mya
    OMG! I just spent over 20 minutes on youtube watching all the sons of maxwell video's, I'm a new fan
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  • Profile picture of the author Sara Young
    Loved the United video. I wonder if they can sue him for something?
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