Our 5 year old son excitedly rushed to participate in an online contest promoted on a recent box of GoGurt. His excitement turned to disappointment when he learned that he had to be 8 years old to play. After a period of great anxiety and self-pity, he declared that this was not fair and he did not want GoGurt ever again (maybe when he’s 8 he would think about it again). He asked us to write an email to the company to express his dissatisfaction. My wife sent this email to the manufacturer…
My son asked me to contact your company. He, age 5, is very disappointed (in tears) that he cannot participate in your Gogurt promotion. Although there is probably legal or other reasons why the contest is only open to those 8-18, he has asked us to stop buying Gogurt until he is 8, although he has been a loyal customer. Thank you for your time.
This was the response we received…
Thank you for contacting General Mills regarding GoGurt Kids Choice Awards VIP Access sweepstakes.
The rules for this offer are on the form and in order to participate all the rules must be adhered to. We appreciate the time you have taken to share your comments. The information you provided will be carefully reviewed with other members of the product team.
We hope you continue to enjoy our products and promotions.
Why would they bother to send such a cold, canned response to a disgruntled 5-year-old customer? They made it worse with the last line since they won’t let him enjoy their promotions. The lifetime value of a satisfied customer who is 5 years old could amount to a lot of money for them. Now he’s mad at GoGurt (formerly one of his favorite desserts). He may even spread the word to his Kindergarten friends about what a mean company General Mills is.
This same boy begs us to shop at a grocery store where he has on a few occasions been given a free rubber ball. Even the smallest gesture of good will from General Mills would have satisfied him and turned him into a fan of the company. Some companies just don’t get it.
#1 by Kimberly on February 6th, 2009 - 10:45 pm
I agree with you!!!
I’m not buying anymore GoGurts, my daughter is only 2 but I feel it’s unfair that she is not able to participate… I told my hubby I will not buy them unless she asks for them when she gets a little older…. In till GoGurts are Banned in our house….