I'm a fan of Gloria Jeans Coffees. Partly because I got to know the two founders way back in the 90s when they brought the franchise to Australia (and then bought the whole company) but also because their stores give me a great customer experience. Last year the family gave me a home expresso machine and I now fill it with ground beans bought from my local GJC outlet. The coffee is always good and the service likewise. Over the past few months I noticed that as the bag of coffee got towards the end - coffee grounds started to leak out of the bottom of the packet.This wasn't a major drama - but after the 5th bag did this I figured that GJC head office might like to know and check for a faulty batch.
After dropping an e-mail to my founding friend, GJC responded with a phone call to me that same day and then three follow-up e-mails. In the e-mails I gave some more information (although pretty hard to write in-depth about a bag that holds coffee grounds) and three days after my initial e-mail I received a note saying that GJC had spoken to their supplier and they had agreed to dump the previous style of packaging they supplied and move to a brand new style, Australia wide. Wow - how's that for influence? Not sure if my knowing one of the founders made the difference - but I am seriously impressed with such a quick response on behalf of GJC and their supplier.
Just goes to show the power of the consumer?
Gloria Jeans Coffees have also started sponsoring The Jesus Racing team and Andrew Fisher in the Jesus Ute in the V8 Ute series. Another reason to drink their coffee.
Thanks Peter.
PS. Be nice if GJC marketed a 200gm container with a resealable lid with a GJC logo, into which coffee lovers could decant their ground coffee? I'd buy one.
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