A New Web Site, Twisted Awards, and Customer (Dis)Service
(Opting for the 1WineDude style of headline writing this time.)
We have a new web site! - for which I plan to blog more about presently, but you can of course visit it at www.twistedoak.com. We've got some new features, like customer reviews, and some new wines!
And we just got word that our newly released 2006 Calaveras Petite Sirah got another Double Gold, this time from the California State Fair. (Let's all have one big Woo Hoo!)
But what I really wanted to talk about today is customer service. This blog post was prompted by a post in another blog and a letter I received recently. First, the blog post...
You won't often see me calling out another winery, but this one appalled me and quite a few other people I've showed it to. In fact, I'm amazed that the winery (Chateau Julien) hasn't pulled the post. You can read the post titled "This is funny! I suggest he call his insurance company!" here.
I hope anyone reading this blog realizes what a horrible example of customer service this represents. We can certainly argue over whether saying "no" was appropriate - the winery could have a reasonable policy to not replace bottles of a certain age - however, you could still offer to send the current vintage. But then to go on and mock the writer... you had the chance to make a friend (for so few dollars), and you blew it!
Now that I've ripped another winery, you have your shot at me. I recently received a letter from a long-time Twisted Few wine club member, which said in part:
"I find it appalling that The Spaniard was recently offered on winewoot at a deeply discounted price. Makes me think that River of Skulls might not be far behind. If you are going to slash the price why not offer it to the wine club who already appreciates your wine? Yeah, I know, might be a good introduction to get some new customers... You guys have to call it."
And here is what I wrote back:
"I can see you had been a member quite a long time, maybe three years? Software changes have made it difficult to keep track, but your low customer number doesn't lie. Please accept my appreciation for sticking with us for so long as we've tried to grow this into a viable business.
"As you rightly point out [later in his letter], the wine business right now is more insanely competitive than it ever has been. You might be shocked to know how much wine we give away for free in our tasting rooms and at tasting events around the area. It's over 10% of production. But it's something you have to do to entice new customers to take home some of your wine.
"Getting our name out beyond this area is even more difficult. Even though we don't make very much money from a wine.woot it has proven to be a great way to introduce ourselves to an open-mined wine loving community. Since we can't give free tasting samples to this far-flung community the next best thing is to give the opportunity to try our wines - an introductory offer. The wine.woot offers have paid off with wine club signups and repeat purchases, not to mention some great word of mouth from the wine.woot community."
So, let me have it. How did I do?
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