Saturday, June 11, 2016

A good day for @breckland... how to respond when something goes wrong.

So, what was the mysterious parcel that UK Mail decided was so important it had to be delivered in the middle of the night?

Ros and I had been out and stopped for a light lunch. Allards, in Stowupland, do a very nice bacon roll, so we ordered one each, plus something to drink. I had a pot of tea, whilst Ros went for the strawberry and rhubarb 'Posh Pop' from a company called Breckland Orchard. It went down rather well, so well indeed that we decided to order some for home delivery - it makes an interesting alternative to wine on a pleasant summer's evening.

And so the order was made, and the delivery arranged.

After the delivery, Ros rang Breckland Orchard to raise the issue, and they were genuinely apologetic. It wasn't their fault, clearly, but they took responsibility, offering to apologise to our next door neighbour, and throw in some free products for her. They also contacted her to apologise in person.

I am suitably impressed that a small business should take such trouble. They could have washed their hands of a problem not of their own making, especially given that no reasonable person could blame them for the incompetence of a delivery company employed by a third party - they deliver through a collective website which services a number of small food and drink producers. But they didn't.

So, a round of applause for Breckland Orchard. And, just so that you know, their Plum and Cherry squash is really very good indeed...

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