I BITCH ABOUT

@sharonkgillenwater

74.2K followers · usually 811 views a post

Views

3.8K

Likes

225

Comments

Selling · Ecom Product

ByRite Markets

Why it worked

The video highlights exceptional customer service, which is a universally relatable pain point and a positive experience that people love to share. The creator's genuine delight and surprise at the resolution likely resonated with viewers.

Summary

The creator recounts a negative experience with a pumpkin pie ordered from ByRite Markets but praises their exceptional customer service when she complained. ByRite's employee, Zach, not only apologized but replaced the problematic pies with new ones and added a free cookie platter, turning a bad experience into a positive one.

Structure

1Complains about poor customer service.
2Describes a bad pie experience from ByRite.
3Contacts ByRite to complain.
4Receives excellent customer service from Zach.
5Praises ByRite's food and service.

Product placement

ByRite Markets (acts: sells food, specifically Hanukkah dinner and pies; removing it would change the video's subject).

On-screen text

I BITCH ABOUT CUSTOMER SERVICE SO MUTCH BECAUSE, IT'S A LOST ART. IBLE EXPERIENCE LAST I ORDERED A FULL ON HANUKKAH DINNER FROM BY SAN FRANCISCO. THEY HAD BRISKET, THEY HAD LATKES, VEGETABLES, SALAD. IT WAS ALL SUPER YUMMY. AND WITH IT, UM, A PUMPKIN PIE. AND SO WE WAS WONDERFUL. TONS OF LEFTOVERS, BY THE WAY. AND THEN, UM, WE STARTED EATING THE PIE AND IT JUST WASN'T GOOD. IT WAS LIKE JUST NOT BUTTERY AND IT WAS ON THE BOTTOM AND THE, THE CUSTARD WAS REALLY THIN JUST BLAH. SO WAS REALLY DISAPPOINTED AND I REALISED ANOTHER ONE OF PLUS AN APPLE PIE FOR CHRISTMAS EVE. AND I THOUGHT, ANY MORE OF THOSE TERRIBLE PIES. THEM AN EMAIL I TOLD THEM NOT GOOD WANTED TO CANCEL I'VE ORDERED FOR CHRISTMAS EVE. AND I SAID, IF YOU WANNA SWAP THOSE TWO COOKIE PLATTERS, THAT WOULD BE BECAUSE SOMEBODY BROUGHT TO MAHJONG THE AND THE COOKIES I MEAN, EVERYBODY LOVES BI RITE. FRANCISCO INSTITUTION, SO I'VE HAD THEIR FOOD. UM, SO I LAST NIGHT AT LIKE 11:00 AND I JUST, YOU KNOW, EVER EXPECT ANYBODY TO DO ANYTHING, UM, OR TO DO ANYTHING MEANINGFUL. MAYBE AN APOLOGY AND WE'LL GIVE YOU A COUPON FOR 5 CENTS OFF YOUR NEXT 200 DOLLAR ORDERS. RIDICULOUS SHIT LIKE THAT. BUT ANYWAY, I VERY LONG, THOUGHTFUL EMAIL FROM ZACH AT BY RITE. VERY APOLOGETIC AND HE EXPLAINED HOW IT COULD HAVE HAPPENED WANT TO OVER COOK VERY TRICKY THING MAKING THOSE PUMPKIN PIES AND HE UM, TOOK BOTH PIES FOR TOMORROW, CHRISTMAS EVE, AND HE ADDED A COOKIE PLATTER, TO ME FOR FREE. DELIGHTED. THIS ALMOST NEVER HAPPENS. YOU ALMOST NEVER HAVE A WONDERFUL CUSTOMER SERVICE EXPERI PROBLEM. IT'S JUST WHY I LOVE, LOVE, RIGHT. I LOVE THEIR FOOD, SERVICE. AND I NOTICED WHEN I THE PEOPLE WHO WORK THERE SEEM SO HAPPY. SO IT JUST WONDERFUL PLACE TO WORK AND YOU CAN REALLY TELL WHEN AND UM, EVERY TOUCH POINT WITH Them is just AMAZING. SO THANK YOU. BY RIGHT. THIS IS HOW IT'S DONE, FOLKS. NO NOTES.

Original caption

Customer service is a lost art in most places, but not at the #biritemarketsf in San Francisco! Listen to this great experience I had with them at their busiest time of year! 😍 ##customerservice##entrepreneurship##founderstories

More from @sharonkgillenwater

Their other posts in the index, biggest breakout first.

Transcript

I bitch about customer service so much because, it's a lost art. I had an incredible experience last night. I ordered a full on Hanukkah dinner from ByRite Markets in San Francisco. They had brisket, they had latkes, vegetables, salad. It was all super yummy. And with it, um, a pumpkin pie. And so we had dinner, it was wonderful. Tons of leftovers, by the way. And then, um, we started eating the pie and it just wasn't good. It was like just not buttery and it was on the bottom and the, the custard was really thin, just blah. So I was really disappointed and I realised I have ordered another one of plus an apple pie for Christmas Eve. And I thought, I don't want any more of those terrible pies. So I sent them an email last night. I told them the pie was not good and that I wanted to cancel the two pies I've ordered for Christmas Eve. And I said, by the way, if you wanna swap those two cookie platters, that would be great because somebody brought to Mahjong the other night and the cookies were delicious. I mean, everybody loves ByRite. It's a San Francisco institution, so I've had their food. Um, so I sent the email last night at like 11:00 and I just, you know, you don't ever expect anybody to do anything, um, or to do anything meaningful. Maybe an apology and we'll give you a coupon for 5 cents off your next $200 dollar orders. Ridiculous shit like that. But anyway, I just got this very long, thoughtful email from Zach at ByRite. He was very apologetic and he explained how it could have happened. You don't wanna overcook the custard, it's a very tricky thing making those pumpkin pies. And he, um, took both pies for tomorrow, Christmas Eve, and he added a cookie platter to me for free. I was so delighted. This almost never happens. You almost never have a wonderful customer service experience like that. Problem. It's just so rare and this is why I love, love, right. I love their food, service. And I noticed when I go in there, the people who work there seem so happy. So it just, it must be a wonderful place to work and you can really tell when, and um, every touch point with them is just amazing. So thank you, ByRite. This is how it's done, folks. No notes.