Some New Zealand brands trade off their nostalgia, the connection they have with kiwi hearts based on a long standing history in the marketplace. Some are even the brands we grew up with as kids. It feels good to support them but lets face it, this bond will only get you so far.
I had an interesting experience in Farmers the other day. It was enough for me to send in a mild mannered complaint. What really gets up my wick (yes, more than the litter left in the Auckland Domain after Chirstmas in the Park...) is a lack of response! Here is what I wrote...
"To whom it may concern,
"To whom it may concern,
I have been trying hard to support NZ companies throughout these though times but I am disappointed to say I have had the last straw with your Farmers Stores.
A sign that says "30% off for cardholders" should mean just that but it doesn't. I am a male that does not want to walk around with 50 cards in a bulky wallet so all my farmers card details (Number, store registered etc) I keep on my iphone. Upon reading the good deal on the sign, I spent 30 - 40 minutes selecting what I wanted to purchase from the '30% off for cardholders' racks only to get to the counter and be charged full price?
I questioned it and was told this was only for card holders. I am a card holder?
I do not wish to credit my purchase when I am one of the lucky few that has my own money in the bank I choose to spend. I am a cardholder, was a loyal Farmers customer since I was a kid and yet somehow the advertised discount excludes me?? This frustrates me to the point where I leave my purchase on the counter and will not be back. Worst of all it leaves me with a feeling of being treated unfairly, for which the most common human response is to share/vent. None of which is great for your brand or business.
Prior to this visit, I had an interesting experience spending over an hour choosing a perfume from your cosmetics counter at the Queen Street store for my fiance only to find that of the one I wanted to purchase, you have none in stock and will not be getting any more in. Obvious question... Why is it still on the shelf displayed as an available product??
All in all I have to say nostalgia only gets you so far in a relationship. Unfortunately my relationship with Farmers is over.
We have a $20,000 + Bridal Registry to organise on top of furnishing a new house and I am sad to say it will not be with Farmers.
I hope this finds open ears and your team can steer this brand back into the hearts of NZers. However I am guessing the lady behind me in line who left their purchase on a near by rack and exited - and the lady beside me with the other teller having what sounded like an identical issue, being told "come back later with the card, we can hold the stock for you" won't be back in a hurry either. I do hope you know what you are doing.
Excuse me if you find this message rude but your store experience is very frustrating."
A sign that says "30% off for cardholders" should mean just that but it doesn't. I am a male that does not want to walk around with 50 cards in a bulky wallet so all my farmers card details (Number, store registered etc) I keep on my iphone. Upon reading the good deal on the sign, I spent 30 - 40 minutes selecting what I wanted to purchase from the '30% off for cardholders' racks only to get to the counter and be charged full price?
I questioned it and was told this was only for card holders. I am a card holder?
I do not wish to credit my purchase when I am one of the lucky few that has my own money in the bank I choose to spend. I am a cardholder, was a loyal Farmers customer since I was a kid and yet somehow the advertised discount excludes me?? This frustrates me to the point where I leave my purchase on the counter and will not be back. Worst of all it leaves me with a feeling of being treated unfairly, for which the most common human response is to share/vent. None of which is great for your brand or business.
Prior to this visit, I had an interesting experience spending over an hour choosing a perfume from your cosmetics counter at the Queen Street store for my fiance only to find that of the one I wanted to purchase, you have none in stock and will not be getting any more in. Obvious question... Why is it still on the shelf displayed as an available product??
All in all I have to say nostalgia only gets you so far in a relationship. Unfortunately my relationship with Farmers is over.
We have a $20,000 + Bridal Registry to organise on top of furnishing a new house and I am sad to say it will not be with Farmers.
I hope this finds open ears and your team can steer this brand back into the hearts of NZers. However I am guessing the lady behind me in line who left their purchase on a near by rack and exited - and the lady beside me with the other teller having what sounded like an identical issue, being told "come back later with the card, we can hold the stock for you" won't be back in a hurry either. I do hope you know what you are doing.
Excuse me if you find this message rude but your store experience is very frustrating."
Nice right? Well, I always come from a propensity to be polite... Until someone is rude to me.
Oh, and for the record NO response IS rude. Stay tuned...
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