retail news in context, analysis with attitude

A nice story in the Baltimore Sun about how an Atlanta couple, dismayed to find it difficult to find a spice that appealed to their 5-year-old daughter, turned to the manufacturer's CEO for help.

The spice was McCormick's Mediterranean Herb, and "McCormick CEO Alan Wilson not only personally responded, on the same day, but also offered to have his team search the warehouses for any remaining supply. If it was gone, he told them, he would send them the recipe.

"Within a week, McCormick found a case of Mediterranean Herb and shipped it to the family." And he refused payment for the spice, saying, We understand getting children to eat."
KC's View:
This was the right thing to do, but the most important thing to remember is that events like these no longer take place in isolation. Treat one customer right, and potentially millions of people will know about it. Treat one customer wrong…