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URL:  http://boards.fool.com/they-do-care-about-whether-you-buy-their-products-30559282.aspx

Subject:  Re: Hot Coffee Date:  2/24/2013  12:32 PM
Author:  culcha Number:  418465 of 445011

They do care about whether you buy their products or not.

Right. That's probably why they ignored so many previous complaints or tried to buy the people off with low-ball payments. They didn't want to get their name in the papers for this. They are mainly interested in moving the product, and only secondarily interested in consumer satisfaction (and then only to the extent that it contributes to moving the product). If their coffee burns some people, and nobody hears about it, they can continue to move the product.

Serving temperature is something McD knows darn well affects consumer satisfaction. Not to hot, not too cold, as Goldilocks put it.

Except theirs was too hot. They didn't follow the Goldilocks principle. They said that the temperature of the coffee couldn't be lowered. According to them, it wasn't that they wouldn't lower the temperature, but that they COULDN'T. So, they were not at fault. But then, when they lost the case, they immediately lowered the temperature.

Thanks to them, McD now serves tepid coffee to the rest of us.

Most of the time the coffee now follows the Goldilocks principle. Also, it's now in line with the temperature of coffee at other businesses and at people's homes. But if they're serving you tepid coffee, try bringing a suit. Go up against their legal team. Or, you could just try going somewhere else for coffee if you don't find customer satisfaction there. If there are lots of you, you could organize a boycott.

culcha
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