Lindt Lost Me as a Customer — Don’t Make Their Customer Service Mistake

May 19

After a relapse of my eating habits and 13 lbs gained over the winter, I quit sugar yet again.

However, that’s not to say I don’t make exceptions for special occasions. My husband, Shelby, and I took a day trip to North Conway, NH over the weekend, and one of our traditions is to split a gelato at the Lindt chocolate store.

After having lunch at our favorite spot, we went for a long walk, excitedly ending at Lindt. We moseyed up to the gelato counter and picked what we wanted. I was *so* ready for it.

An employee finally noticed us at the counter and stated that their gelato machine was broken.

You know that feeling when you had your heart set on something only for it not to be? That was me. I was so disappointed.

I was also frustrated. There wasn’t a sign on the door or near the counter noting that they were unable to serve gelato. I left with a bad impression of the business, which only compounded my disappointment at not having something I was looking forward to.

Shelby, ever the solution finder, encouraged me to search Google for another option. He found a few ice cream shops but I wasn’t having it. I didn’t want subpar commercially manufactured ice cream, I wanted high test, decadent gelato.

So I searched “gelato north conway,” and what do you know, there’s an actual Italian bakery in the main part of town that served gelato.

When we walked in we were immediately greeted by the owner, an Italian man with a thick accent. I spotted the gelato and we decided on lemon and crema biscotti.

(Shelby also went home with a cannolo and rum cake pastry. I’ll be having a bite of both!)

Our gelato exceeded what I was expecting at Lindt. It had that authentic Italian quality and the flavors were phenomenal. It also felt good to support a small business rather than a corporation.

From now on, we’re bypassing Lindt for Cafe Italia.

How this applies to your business

Lindt lost us as a customer.

We went in for a specific offer, and when they didn’t have it, we found it elsewhere.

If Lindt’s gelato machine was running, we never would have discovered Cafe Italia.

It’s understandable that things break, you sell out of an item, or temporarily close for vacation, and these are all valid reasons. As long as you provide a high level of customer service, promote that your offer is unavailable, and let your customers know ahead of time that you’ll be closed, they’ll be back.

But what set me off with Lindt is that I wasn’t made aware that their gelato machine was broken until after I picked out what I wanted. Don’t make this mistake.

How to Inform Your Customers of Changes

Hours
As soon as you know you’ll be closed during regular open hours…

• Post a flyer on your door and at the counter with the closure dates
• Update your hours on Google to temporarily closed
• Add an announcement bar and/or pop-up to your website with the closure dates
• Post to social media
• Include your closure dates in your email newsletter

If you’re going to close last minute, try to do as much of the above as you’re able.

Product Unavailable/Sold Out
It’s understandable for certain products to sell out, especially if you’re a retailer, bakery, or maker. If your product is typically available at all times (like the gelato at Lindt) and for some reason it’s unavailable, be sure to let your customers know before they have their hearts set on it.

• Post a notice on the door of your business or at the counter
• Instruct staff to inform your customers that the product is unavailable during their initial greeting
• Post to social media

When your product is available once again, you can share the news on social media.

Loyalty ensures that your customers keep coming back, even when your business temporarily closes or your staple offers are unavailable.

By communicating and maintaining a high level of customer service, you’re building customer loyalty.

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