6 minute read
Example Customer Service Responses
Customer asks for a donation
Subject Line: HoneyBaked Question
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Hi Jamie,
Thank you for thinking of us. HoneyBaked is committed to giving back to the communities where we live, work and serve our customers. We target our community involvement to organizations directly associated to feeding the millions of people in the U.S. affected by hunger and food insecurity. We apologize we are not able to help at this time and wish you the best of luck in your fundraising endeavors. We encourage you to check out our fundraising website at www.honeybakedfundraising.com where it’s free to sign up and we send you a check for 20% of your total sales. All the best,
SALLY SAMPLE General Manager email@hbham.com O: 679-966-3100
The Alpharetta Highway Store 3875 Mansell Road | Alpharetta, GA 30022 WWW.HONEYBAKED.COM
Customer asks about receiving a discount or coupon
Subject Line: myHoneyBaked Rewards
Hi Jamie,
Thank you for taking the time to reach out. We frequently email coupons to all of the #HamFam who have joined our new loyalty program . There is a $9 reward just for signing up! To learn more please visit us at: www.honeybaked.com/signup
You’ll get a chance to choose what you’re interested in receiving: store coupons, online shipping promotions and more. Thank you for choosing HoneyBaked!
SALLY SAMPLE General Manager email@hbham.com O: 679-966-3100
The Alpharetta Highway Store 3875 Mansell Road | Alpharetta, GA 30022 WWW.HONEYBAKED.COM
Subject Line: HoneyBaked Feedback
Hi Jamie,
Thank you so much for taking the time to let us know about your experience. We are so lucky to have Sam & Ryan on our team and I love hearing how they went out of their way to make your day. We know this will absolutely make theirs!
We can’t wait to share your story with the team. We look forward to seeing you soon! Thanks for being a part of the #HamFam,
SALLY SAMPLE General Manager email@hbham.com O: 679-966-3100
The Alpharetta Highway Store 3875 Mansell Road | Alpharetta, GA 30022 WWW.HONEYBAKED.COM
Subject Line: HoneyBaked Feedback
Hi Jamie,
Thank you for taking the time to reach out to let us know about your experience with one of our team members. We sincerely apologize as that is not representative of our brand and we are disappointed it happened. We will review the situation and provide coaching and retraining as appropriate.
I know it won't fix the situation you’ve already experienced, but I'd like to send you a $50 gift card so your next meal is on us. These do not expire, so you could use it whenever you see fit in any of our stores or online. Do you mind replying with the best address to send this to? Again, we really appreciate your feedback and giving us the opportunity to make this right for you, it’s how we get better. Thanks,
SALLY SAMPLE General Manager email@hbham.com O: 679-966-3100
The Alpharetta Highway Store 3875 Mansell Road | Alpharetta, GA 30022 WWW.HONEYBAKED.COM
Customer complaint on not being able to see ham before purchase
Subject Line: HoneyBaked Feedback
Hi Jamie,
Thank you for taking the time to reach out to let us know about your in store experience. We sincerely apologize we were not able to meet the expectation you've known in the past around viewing your ham prior to purchase. HoneyBaked has made necessary changes in food safety and quality guidelines due to impacts the pandemic has had on the industry. We no longer unwrap and expose our product to consumers and/or potential contaminates in the environment.
Two of our Core Values are "Do the Right Thing" and "Aim High" and this change ensures we continue to deliver the highest quality product to you. Thanks,
SALLY SAMPLE General Manager email@hbham.com O: 679-966-3100
The Alpharetta Highway Store 3875 Mansell Road | Alpharetta, GA 30022 WWW.HONEYBAKED.COM
Customer complaint around ham fat
Subject Line: HoneyBaked Feedback
Hi Jamie,
Thank you for taking the time to reach out to let us know the issue you had with the ham you purchased. We apologize that we did not meet the quality standards you’ve come to know and love. We’d be happy to replace your ham to ensure you are as proud to serve it as we are to have you as a customer.
Our hams are natural products that can have a large variability in fat content. The natural fat of ham is a high contributor to the delicious flavor. The ideal size of fat around the bone is one inch by two inches. Check out www.honeybaked.com/whyHB for even more details around the process our hand-crafted products go through before they make it to your table.
Let us know when you are available to come by the store and we’ll make it right. Thanks for being a part of the #HamFam,
SALLY SAMPLE General Manager email@hbham.com O: 679-966-3100
The Alpharetta Highway Store 3875 Mansell Road | Alpharetta, GA 30022 WWW.HONEYBAKED.COM
Customer complaint around ham appearing dark (unrelated to glaze)
Subject Line: HoneyBaked Feedback
Hi Jamie,
Thank you for taking the time to reach out to let us know the issue you had with the ham you purchased. We apologize that we did not meet the quality standards you’ve come to know and love. We’d be happy to replace your ham to ensure you are as proud to serve it as we are to have you as a customer.
Our hams are smoked for up to 24 hours which is around 4x longer than our competitors. With natural products there is a variability in how the smoke is absorbed contributing to the unique flavor and at times there may be a darker appearance. Check out www.honeybaked.com/whyHB for even more details around the process our hand-crafted products go through before they make it to your table.
Let us know when you are available to come by the store and we’ll make it right. Thanks for being a part of the #HamFam,
SALLY SAMPLE General Manager email@hbham.com O: 679-966-3100
The Alpharetta Highway Store 3875 Mansell Road | Alpharetta, GA 30022 WWW.HONEYBAKED.COM
Customer complaint around ham saltiness
Subject Line: HoneyBaked Feedback
Hi Jamie,
Thank you for taking the time to reach out to let us know the issue you had with the ham you purchased. We apologize we did not meet the quality standards you’ve come to know and love. We’d be happy to replace your ham to ensure you are as proud to serve it as we are to have you as a customer.
Our hams are smoked for up to 24 hours. They are brined with a set amount of our secret ingredients and sit for a minimum of 24 hours to ensure uniform brining. This is part of what makes the hams so tender and juicy, and have a bit of a salty flavor. With natural products sometimes there can be a variability in how the brine is absorbed. Check out www.honeybaked.com/whyHB for even more details around the process our hand-crafted products go through before they make it to your table.
Let us know when you are available to come by the store and we’ll make it right. Thanks for being a part of the #HamFam,
SALLY SAMPLE General Manager email@hbham.com O: 679-966-3100
The Alpharetta Highway Store 3875 Mansell Road | Alpharetta, GA 30022 WWW.HONEYBAKED.COM
