Creating Customer Loyalty

The smart butcher

My wife and I decided that the following evening we would have a barbeque, so we went to a local butcher and bought our favourite rib-eye steak. But when we got it out of the fridge the next evening and unwrapped it, we noticed that it had a strong smell that suggested it was off, so we decided not to cook it and to return it to the butcher. When we did return it the next day, the butcher was extremely apologetic, immediately offered us some better Aberdeen Angus fillet steak in exchange, and even threw in an extra one for good measure. We were so delighted we commented that we wished the meat would smell that way every time, so we’d get the best meat at the normal price. We’ve also been back there many times since to buy ...