A simple straightforward complaint becomes such a routine for any PR when facing a ranting and angry customer. In fact, most replies of customer relations regarding hundreds of complaints become so ordinary and routine; it is not uncommon that customer relations already prepared template answers to possible customer complaints of whatever nature. But this particular one made by Wes Metcalfe caught the retail customer relations officer off guard.
Find out why.
The retail company, Tesco and it’s company’s customer relations who received the complaint immediately gave its reply to Metcalfe’s post in the most unique and unconventional PR way. They wrote an ode to the deceased worm, William.
Tesco painstakingly even took the extra mile in offering its condolences by holding a simple funeral in honor of William.
Metcalfe, who was moved by the unusual, unnecessary but rousing acts of Tesco, empathized with his retailer by adding his own remarkable eulogy for the deceased earthworm.
This did not stopped Tesco from adding more to the drama when it responding yet again with its own tribute through an adapted version Oasis'” Wonderwall” in dedication to the dearly departed and now viral earthworm.
The tragedy of course didn’t end there. Metcalfe, moved again by Tesco’s tribute, without delay dedicated his own musical tribute of his own in a song composed by Blur.
After an emotional rollercoaster ride because of the dearly departed William, things got a little more serious for the time of weeping came to an end and the time for complaining was about to begin.
This is perhaps one of the most unique ways of bringing about a complaint in a less angry kind of way by building a comical yet healthy way of improving retailer-customer relationship. RIP William. Your death opened doors to happier lives.