The question we asked our team was, “how do we offer multiple flavor combinations without having an unwieldy number of SKU’s?”
One of the solutions is our new seasonal flavor calendar. We have created a series of seasonal tea flavors offered in limited production quantities. It gives us the opportunity to create 4 new flavor combinations, but, it increases our product line offering by those four new items.
How do we offer more flavors and keep (and promote) our existing product line?
The answer came from our friends at Monin Syrups.
Last week, I was on the phone talking to Joe Smith, VP of Sales for Monin, discussing what we hoped to accomplish…more flavor combinations, no increase in SKU’s, etc.. Joe politely reminded me of some of the work they have done with coffee and with cocktails.
Perfect, an easy, existing solution! We love those.
I went to their website, looked thru their product listings, and selected a handful of flavors I thought would be good to combine with our teas. Joe put me in touch with Ari (pronounced air-E) in their customer service department, who took my call and then did the unbelievable…she talked to me.
She asked about our company and what we did. She asked about our tea flavors. She listened to the list of flavors I had selected. And then she offered up a couple of her own suggestions.
I’m sure the conversation was more memorable to me than it was to her, but that’s because she exceeded my expectations as far as customer service was concerned. She didn’t just take my order. She engaged me.
Yesterday was my first day back in the office after some back-to-back business trips. Normally I dread the first day back simply from a mail (snail and email) perspective. But yesterday, sitting in my office patiently awaiting my return, was a package from Ari.
Obviously I was excited to see the flavors I had selected (personally, I can’t wait to try our ThirsTea unsweetened tea with Monin’s Pumpkin Spice flavor – it should be a holiday classic) but I was even more impressed with the flavors Ari had suggested.
What were they you ask? For now at least, that is between Ari and me.
-Ray
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August 25th, 2010
Ray Welch 