JOLLIBEE SUKA SAGA UPDATE (1 MORE TIME) By Lyn Dimaano At last, I got a call from Jollibee VP for Marketing Harvey Ong, and after some small talk on our respective P&G days and some common friends, we got down to that business of the Phased-Out Suka at Jollibee. Says Harvey, who has been with Jollibee for about a year, he has not authorized any phase out of any Jollibee product, but there apparently was some miscommunication that started in when grilled pork tenders WAS phased out ca 2012. Vinegar came with the pork tenders. Later, Jollibee delegated the purchase of small-volume items to the branches, which were supposed to buy these items, including vinegar, but, as we recently experienced, the branches stopped providing the condiment. I opined that sometimes a company gets too big that the top guys do not see whats happening downstream. And one shouldnt take as a given that franchises have the same vision as the mother company. Indeed, downstream managers may not even have the same customer orientation as is envisioned. The info that a customer must be mapilit for the store to BUY vinegar starkly shows this lack of concern for customer satisfaction. I also told him how I had to specify to CSR to bring the matter to Marketing, rather than CSR-Main so the concern can be brought to those who can do something about it. Anyway, I reiterated that my family isnt returning to Jollibee until the suka makes a comeback. He promised it will, and that he will inform me about it. I trust I will hear from him again.
Posted on: Wed, 21 May 2014 17:02:12 +0000
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