Some Wineries Get It....and Others Are Clueless

Posted by: TomHill

Some Wineries Get It....and Others Are Clueless - 10-30-2017 11:20:55

Customer relations, that is.
It never ceases to amaze me how some wineries do it right. Last week was a good example.
We'd tasted the new TablasCreek wines and my group really liked them. Had orders for 5 cs worth, some of which were rather limited allocations. I e-mailed Darren to see if my limits could be stretched a bit. Within 15 min, I got a reply from JasonHaas that he knew some people in high places at TCV who could probably help me out!!
That same day, I got in the mail a nice postcard from SamBilbro/Idlewild that crush was complete and the fires were out & he was doing some stocktaking and just wanted to thank my group for their support over the yrs. Just out of the blue.
Folks like these two; Carlisle/Ridge/Ryme/LimerickLane/Marietta/EdmundsStJohn/Lagier-Meredith/Forlorn-Hope...there are others...all know that that little touch can make a difference. Just BasicMarketing101.

It never ceases to amaze me how some wineries don't get it. I few weeks ago, I had a WashState Syrah that really impressed me. I sent the owner/winemaker my grandoise TN and my compliments on how good a Syrah it was. I was going to order some of his other wines to try. His response...nada. Needless to say....I wrote this wnry off. Same story a few months before w/ a new wnry whose wine I rather liked. Again no response.

I do try to cut some of these wineries some slack. Sometimes it's some low-level office functionary who intercepts all incoming e-mails and doesn't bother to knock them upstairs. I can understand. But the owner should make it clear to them that when someone reaches out to them, they should do more than just add the e-mail to the mailing list.

Tom
Posted by: R. Schiffman

Re: Some Wineries Get It....and Others Are Clueless - 10-30-2017 13:37:40

It is not just wineries. Some places just do not understand the value in customer interactions.
Posted by: Bob Davis

Re: Some Wineries Get It....and Others Are Clueless - 11-01-2017 16:13:35

I have always found it amazing that companies of any kind offer a contact email and never respond to emails. Why bother?
Posted by: Marc Hanes

Re: Some Wineries Get It....and Others Are Clueless - 11-01-2017 17:45:04

My pet peeve is CHECK YOUR SPAM FOLDER DAILY!

No excuse for a commercial enterprise to expect 100% accurate spam filtering. Plenty of legit emails end up in spam, good client service includes checking spam for real emails.
Posted by: TomHill

All's Well That Ends Well... - 11-02-2017 07:14:46

Originally Posted By: Bob Davis
I have always found it amazing that companies of any kind offer a contact email and never respond to emails. Why bother?


Turns out their e-mail on their WebSite was not working. I did
finally get a response.
Tom
Posted by: Bob Davis

Re: All's Well That Ends Well... - 11-02-2017 13:34:02

Very good. I can remember a couple of Paso wineries that pretty much "went dark" for some time for various reasons. One is still in business.
Posted by: Roland Dumas

Re: Some Wineries Get It....and Others Are Clueless - 11-10-2017 13:23:35

there are some that rise above being good. In the aftermath of the fires, wineries cranked up their email blasts, telling heartfelt stories of avoiding and surviving the wildfires and, most importantly, telling that they are fully open for visitors.

In the flurry of "we're ok, come visit" messages, one was different. It began with "We hope you are safe..." a statement that they know many of their customers are in the area of fires.

The message of most is "we are ok..." and the one was "are you ok?" In the moment of high emotions of being in the middle of these disasters, seeing people displaced, and helping friends dig out, the message from Navarro hit home. They were singular in expressing concern for customers rather than for themselves.

I think I'm low on gewürztraminer