The Art of Complaining (Yes there is one)

Nobody likes making a complaint.

Nobody enjoys receiving one either.

But here's something that might surprise you...

At The Norfolk Deli, we don't mind customers telling us when something isn't quite right. In fact, we'd much rather hear about it than have someone walk away disappointed and never return.

Feedback helps us improve. It helps us identify genuine problems. Sometimes it even highlights an issue we weren't aware of.

The important thing isn't whether you complain.

It's how you do it.

We Can't Put Things Right If We Don't Know

People, not departments, run Independent retailers.

If your cheese wasn't quite what you expected, your hamper arrived damaged, or you weren't entirely happy with something you've purchased, please tell us.

The sooner we know, the sooner we can investigate.

• Was it a particular batch?
• Was there an issue during delivery?
• Was something accidentally overlooked?
• Without knowing, we can't help.

Choose the Right Way to Contact Us

Not every issue needs to be aired publicly.

In fact, the quickest way to resolve most problems is usually by contacting us directly.

• A phone call.
• An email.
• A private message.
• Or simply mentioning it next time you're in the deli.

That allows us to ask questions, understand exactly what happened and, where appropriate, put things right.

It's a conversation rather than a public discussion.

Social Media Has Its Place

We love social media.

It's where we share new cheeses, introduce Norfolk producers, celebrate awards, show off new products and hopefully make a few people smile along the way.

The comments beneath those posts are wonderful when they relate to the conversation.

• Questions.
• Serving suggestions.
• Recommendations.
• Personal experiences with the product we're talking about.

That's exactly what social media should be.

What becomes much more difficult is when unrelated issues are added to the comments of a completely different post.

A discussion about a new cheese can suddenly become a conversation about deliveries.

A post celebrating a Norfolk producer can become a thread about a completely different product.

Not because those concerns aren't valid.

But because they're much easier—and far more likely—to be resolved when they're raised directly with the business rather than within an unrelated public conversation.

Tell Us What You'd Like Us To Do

One of the most helpful things a customer can do is tell us what outcome they're hoping for.

Would you like an explanation?

• Advice?
• A replacement?
• A refund?
• Or perhaps you simply wanted us to know so we can prevent the same thing from happening again.

Knowing what you're hoping to achieve helps us respond most appropriately.

Please Remember That Taste Is Personal

One of the joys of working in food is that no two customers are the same.

• Some people adore a strong blue cheese.
• Others find it overwhelming.
• Some want extra chilli.
• Others think black pepper is adventurous.
• One customer will describe a cheese as beautifully creamy.
• Another will call the same cheese too rich.

That's perfectly normal.

Food is wonderfully subjective.

Whilst we can absolutely investigate quality issues, freshness or consistency, there will always be occasions where something simply isn't to an individual's taste—and that's perfectly acceptable too.

Independent Businesses Really Do Care

One of the biggest differences between independent retailers and large national chains is that when you contact us, you're usually speaking to the people who ordered the products, cut the cheese, packed your hamper or wrapped your purchase.

We don't have a customer service department hidden away in another city.

• You're talking directly to the people who genuinely want you to enjoy what you've bought.
• Sometimes we can solve a problem immediately.
• Sometimes we need to investigate.
• Sometimes the answer may not be the one you'd hoped for.
• But you'll always receive an honest one.

We're Always Happy to Listen

After more than a decade in business, we've learnt that constructive feedback makes us better.

• We've introduced products because customers asked.
• We've improved systems because customers spotted something we hadn't.
• We've changed suppliers when standards slipped.
• We don't see feedback as criticism.
• We see it as an opportunity.

So if something isn't quite right, please don't keep it to yourself.

Just choose the route that gives us the very best chance of helping.

Because at the end of the day, that's what good customer service is all about—not avoiding problems, but working together to resolve them.