Once a year, I place an order from a family-owned farm on the opposite side of the country. Their animals are raised with love, then they dry-age and freeze their meat… Their company is amazing and it makes for great meals!
I placed the order on Sunday and received a confirmation email later that night. The tracking # would be sent in an additional email when the package shipped (overnight, with dry ice) on Monday or Wednesday. It’s a delicate game with these packages – they need to be opened immediately upon delivery and unloaded into the freezer after their cross-country journey.
By Thursday, I still hadn’t heard anything, so I walked down to the mail room and the package was there, waiting. I rushed it up to the apartment only to find that everything inside the box had thawed and was now room-temp. The box shipped Monday, was delivered Tuesday, and it was now Thursday. The entire order was inedible!
I was so upset – how did this happen?? Investigation revealed that the one email my spam filter mistakenly snared was the email with the tracking number, sent Monday morning. #systemfailure
On a hunch, I reached out to the company owners. Apparently this has happened with more of their customers lately. They sent a replacement order within days, free of charge.
To address the underlying system failure, they now ask customers to add the company’s email address to their contact list (a short-term bandage) while also evaluating options for the shipment alerts to evade spam filters. Great customer service, made possible by Just Culture in Action!
