Customer Service

I'm a big stickler for customer service. Even though our country has landed on difficult financial times there have been some positives to emerge. One thing that has jumped out at me is the customer service provided by several of the companies I deal with has greatly improved. I've always appreciated the customer service I receive from Direct TV and Verizon but they seem even better lately. And last week I had to deal with Comcast for my internet and I was treated like royalty all around. I was even going to cancel my call for service and the technician basically talked me into letting him come out and check my lines. When he got here he discovered some issues and had to block traffic and call two other trucks out to repair the cables. 

So that now makes three companies I deal with high on my list when it comes to customer service. And because this guy was so good and professional I went out of my way to contact Comcast and let them know how pleased and impressed I was. They assured me they would pass on the information to the proper channels. So this guy treats me well and in return I treat him well, strange how that works huh? Maybe we should implement this tactic more often when we deal with one another.

Now I'm not much of a consumer of alcohol. It tastes alright to me but soda tastes a heck of a lot better. I can't stand being around drunk people and you would be hard pressed finding many people that have ever seen me drunk, even though I certainly have been. Lastly, I can't deal with the hangovers at my age. When I was younger if I even had a hangover it lasted for a morning. As I got a few years older it lasted for a day. A few years later it got to the point where two mornings were effected from one night of drinking. I'm a big fan of happiness and one night of fun (that I didn't even remember) wasn't worth one entire day of misery and another morning of still feeling a little bit off. 

When I do drink I'm a total wuss and drink only American beers, mostly Bud Light. I like Coors Light fine too. I don't really enjoy dark beers at all. Corona tastes pretty good to me but that's about the only foreign beer I drink.  I have a buddy who is a total hoot (I'm not sure I've ever used that word to describe someone but it's the perfect description of this guy). He's just all around fun and very amusing. He usually takes a trip to Europe, mainly the Netherlands, once a year. I haven't gone with him, yet, but I'm sure it would be a blast. After his latest trip he decided to write back to a company in the Netherlands and let them know what he thinks of their product. Even though I'm not a big fan of beer, and especially foreign beer, I am going to go out of my way to drink a Heineken very soon. Here is his letter.

Dear Heineken,

Sorry this is in English, as a narrow minded American, it’s the only language I know. Anyhow, I wanted to make a comment. I had a chance to say this at the "Heineken Experience," where customers are allowed to record a message about your beer. But, well--after spending a few days in your fine city, I was a bit paranoid about speaking out loud, in public--into a camera. So here is what I wanted to convey. The beer on your side of the world is amazing. I brag to all my friends about how clean tasting Heineken is. But no one believes me, because your beer tastes heavily different over here. Is there anything that can be done about this? I bought one of your keg coolers, in hopes of changing this, but it was to no avail. Or are we, as a country, doomed to sub-Heineken standards because we routinely piss off the world? If that’s the reason, well-I can’t completely fault you. Otherwise could you please look into just what causes the taste change?

I will continue to be a loyal customer, because I love your beer—but that doesn’t change the fact that everything I have written is true.  

HEINEKEN

Dear Mr. Rogers,

Thank you for your comment. We sincerely hope that you had a pleasant stay in The Netherlands.

It is surprising to see that Heineken tastes different in the USA. There is no Heineken Brewery in the USA, so all Heineken beer that you can find there, comes directly from Holland. Here at our Brewery in Zoeterwoude, we bottle beer for export to the USA and for use in The Netherlands. The beer is identical in both bottles and it comes from the same kettle. Therefore, a difference in taste shouldn't, in theory, be possible.

However, the bottles have a long way to go before they reach The States and there are factors as sunlight and weather conditions that might influence the quality of the beer, if the bottles are not stored in a proper way. We try to control the track from the Brewery in Zoeterwoude to the consumer in The States as best as we can, but I fear that we cannot apply supervision on every liquor store or bar in the states. Besides, the difference in taste of these influences should be minor and not recognizable for even a very experienced beer drinker.

The difference in taste might therefore be a cultural thing. Maybe the lousy weather in The Netherlands or the holiday feeling gives a better taste to the beer.

Met vriendelijke groet,

Joram Bek

Heineken Consumenten Service