Magazine article Marketing

Marketing Mole: We'll Call You - Waitrose

Magazine article Marketing

Marketing Mole: We'll Call You - Waitrose

Article excerpt

Mole's tummy has been rumbling since seeing an ad for Heston's 'hidden orange' Christmas pudding. But burrow as we might, we can't find any at Waitrose.

(Mktg's call is placed 13th in the queue and is answered after a five-minute wait.)

Mktg: Hi, I'm looking to buy one of the Heston Blumenthal hidden orange puddings.

Waitrose: Well, we have none in stock at the moment, but we are hoping to get some (starts coughing). Excuse me ...

(Call is cut off. Mktg rings back and queues again.)

Mktg: I'm trying to locate one of the Heston Christmas puds.

Waitrose: (New call-handler.) We do have some stock available, but I'm afraid I can't tell you where you could get one. The best thing I can do is to give you some numbers to try the stores.

Mktg: There are some in stock?

Waitrose: Yes, we had 210 cases delivered on Friday, and are waiting for these to be distributed to individual stores, which should be today and tomorrow.

Mktg: But you can't tell me if a store actually has one in stock?

Waitrose: No, I'm afraid not, but I can give you the numbers of the individual stores and you can check with them (provides several branch numbers). …

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