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Website Content Typo Evokes a Crunchy Bat


bradgphilbrick@gmail.com

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I enjoy Nature Valley Crunch Granola Bars.  The selection is limited at my local grocery store.  Surely there must be more varieties from Nature Valley of their tasty crunchy granola bars.  Going to their website provided confirmation of my thoughts, they offer twenty-four different treats!

Going to their website, I found an informative and a well-designed site.   While reading the product descriptions of these delightful treats I read this typo, “Nature Valley crunchy granola bats offer a crunchy, sweet taste you can take anywhere.”  Whether it is a sweetened dead flying mammal or a sweetened club from an ash tree, used for hitting baseballs, I am not inclined to eat it.  Of course, it is an unfortunate typo, they know to say bars, so I messaged Nature Valley to inform them kindly of their typographical error.  I understand completely, I am a bad typist and rely on good editing all the time.

I receive a follow-up email first apologizing that their product did not meet my standards.  They requested that at my earliest convenience send them the UPC code of the package in question and where I purchased their product.  What?  I do not have a problem with the product.  I am trying to help them with an error on their website.

I fire off another email.  This time, to kindly criticize Nature Valley for customer service not reading and responding correctly to my email, explaining again, that they intended to write bar and not bat.  My second reply was simply, “Your comments are important to our business.  Please be assured that we will share them with the appropriate individuals.”

Now they have corrected the first item, the Oats ‘n Honey; the other crunch variety of granola treats still offer you a crunchy granola bat.

Business leaders, so often take customer service for granted.  They represent your company and are often the first representatives of your business that the consumer meets.  Consumers can be demanding, but they surely should be taken seriously, especially when offering to help you.  Kellogg’s and Quaker Oats make granola bars too, hmm.  I think I will try a box of each their’s now.