Marketing Mix: We'll call you - Holland & Barrett

Holland & Barrett Good afternoon, how can I help?

Mktg Hi, I want to speak to someone to get some product advice.

Holland & Barrett I can help you with that.

Mktg I read in the newspaper that the EU may ban tea tree oil and I was wondering if you were going to take it off your shelves.

Holland & Barrett We have had no indication of that as yet. Our press office may be able to help you.

Mktg Have you heard about this?

Holland & Barrett: I haven't, no.

Mktg Apparently tea tree oil increases the chances of catching MRSA.

Holland & Barrett Oh, right.

Mktg So I'm a bit wary, especially as I use a lot of your tea tree products.

Holland & Barrett You should call head office as I've heard nothing and we are normally told if products have been taken off our shelves.

Mktg So, do you get briefed on any product news or changes?

Holland & Barrett Yes, but I've had no news on this product.

Mktg Can I have the head office number please? (Holland & Barrett provides details.)

Holland & Barrett Would you like me to call them and then call you back?

Mktg No, don't worry.

Holland & Barrett I'm going to call them anyway to ask them.

Mktg Also, I have started going to the gym more, are there any sports-nutrition products that I can take?

Holland & Barrett There are lots. Do you want to increase muscle or recover energy?

Mktg Recover energy and rebuild muscle after a work-out.

Holland & Barrett There's one called Desiccated Liver tablets. It says 'customers may choose it if they wish to increase energy levels and stamina during training'. It also increases iron levels. And there's a drink called Iso Energy in orange or lemon flavour.

Mktg Could you tell me where my nearest store is? I live in Wimbledon, SW19.

Holland & Barrett I think there is one in Wimbledon. Yes, at 68 The Broadway, Wimbledon.

Mktg OK, thank you very much for your help.

VERDICT

This call-handler was friendly and helpful. Although she hadn't heard about the tea tree oil scare, she offered to call head office for me, adding that she would call anyway for her own interest. She quickly accessed information about the sports-nutrition products and was even aware that there was a store near where I lived. It was reassuring to hear that the company briefs its employees with press releases on company and product news.

SCORE 8/10.

This article was first published on Marketing