ONCE upon a time i had a very bad experience with a rishi chocolate chai. some of you may remember…. i was distinctly cross. quick recap: no chocolate, impossible methodology for a disabled person to follow through with, wound up all over my kitchen, my wife wound up cleaning it up and i was ticked!
i took a day. was still cross. took another…. still cross because i resented my stress relieving practice getting in my face about having this illness. by hook or by crook i decided i’d waited long enough and called rishi HQ.
ME: may i speak with a manager please.
Service rep: may i ask what this is regarding?
me: i have a serious gripe about one of your products and as a rule i prefer to dish out temper on management who are paid to take it.
silence. tick. tick. tock.
service rep: i think i know the person who can best assist you, sir, one moment please.
i broke it down for the manager fairly, i think. the good and the bad. she was truly appalled at how much trouble had come from the recommended method, and further distressed that there was genuinely no chocolate to be seen or tasted in my tea (once she determined i wasn’t looking for refined chocolate and was accustomed to cacao nibs). this woman really listened, genuinely. and while i saved her name somewhere in microsoft word, it’s eluding at this exact moment, she is worth her weight in gold to rishi.
the manager sent me two huge bags of tea in apology; their original chai (which we problem solved a method that would work for me… see? gold=weight) and she picked up on one of my favourite aspects of their failed chocolate chai: huge chunks of vanilla bean and millions of vanilla seeds. the manager inquired as to whether i might like to try their vanilla black.
this tea is as purist as butiki’s lychee oolong. very simple and exactly what it says. fat chunks of vanilla bean and black tea. simple. very purist, absolutely lovely.
smooth black base, warm, strong, genuine vanilla presence. the vanilla lends an air of sweetness so not much is needed in terms of sweetener. a dot of cream turns it into the undoing of starbucks everywhere! lol.
very nice. quite lovely. i plan to experiment with a hot steep and then a cold overnight. i have no doubt it will be brilliant.
rishi… you are forgiven. don’t ever let that customer service manager go— she represents your interests well.
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That’s awesome. :) this sounds delicious too haha
That is really great!!
Good for you for following up as you did, and good for them for responding so amazingly well! adding this to my to-try list.
i’m always impressed if a company can pull it out of the fire… i was so mad! and by the end of the conversation i just wasn’t. that takes a particular skill set, because i was ready to walk away and never look back.
Makes me wanna buy from them now! customer service = awesome marketing :D
agreed. and the mammoth bags of tea they sent me! wow! alot of companies don’t get that their customers are an equal if not greater investment to their product. rishi appears to get that.
That’s awesome. :) this sounds delicious too haha
That is really great!!
Good for you for following up as you did, and good for them for responding so amazingly well! adding this to my to-try list.
i’m always impressed if a company can pull it out of the fire… i was so mad! and by the end of the conversation i just wasn’t. that takes a particular skill set, because i was ready to walk away and never look back.
Makes me wanna buy from them now! customer service = awesome marketing :D
agreed. and the mammoth bags of tea they sent me! wow! alot of companies don’t get that their customers are an equal if not greater investment to their product. rishi appears to get that.