Published on: January 16, 2014
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Hi, I'm Kevin Coupe and this is FaceTime with the Content Guy.
One of the things I often write and talk about here on MNB is the importance of a store not just being a source of product, but also a resource for information.
That isn't always easy. Not for anyone.
And sometimes, the folks who drop the ball surprise me.
Case in point. We've been making a concerted effort to try and eat healthier food in the Coupe household. Sometimes, that can take an extreme form … Mrs. Content Guy, for example, currently is engaged in an 11-day cleanse. I'm trying to be supportive, but I have to admit that I'm not doing it with her. I'm just not sure I could get MNB out each day if I were on her regimen, and I don't want to take the chance.
As part of our efforts, trying to eat healthier, trying to eat less processed food, we were in Whole Foods the other day, looking at various things and picking some stuff up for dinner. At one point she turned to me and asked the following question:
What exactly is gluten?
Now, she's a really smart person, but she didn't know., not exactly. I sort of tap danced around the question because I didn't want to be inaccurate, and then I made a recommendation: Go ask the folks at customer service. They'll be able to give you a precise answer.
But they couldn't. She must've asked a half dozen employees, and nobody knew the answer. Finally, one guy behind her on line at customer service checked Google on his smart phone and came up with the precise answer: it is a protein compound found in foods precessed from wheat. (I knew that. Even if my wording would've been less precise.)
I have to admit that the fact that nobody at Whole Foods knew the answer amazes me, especially these days, when gluten-free is such a big category. I'm almost more amazed that nobody bothered to look it up, as opposed to leaving it to another customer to answer. (We could've looked it up ourselves, I know. But I sensed a column.)
This wasn't just a question to Whole Foods. It was a sales opportunity for Whole Foods. And while it isn't a big deal, Whole Foods lost a little bit of credibility in our eyes.
And that's not supposed to happen. Especially when it comes to a subject like this, at a place like Whole Foods.
That's what is on my mind this Thursday morning. As always, I want to hear what is on your mind.
- KC's View: