Update on Upstate Foodie

Last week, Vine & Grape reported on Upstate Foodie, an exciting new publication produced by Community Journals (publisher of The Greenville Journal). Upstate Foodie deserved kudos then. Their response to my original post deserves even higher praise.

In my first post, along with praise for their print publication, I quibbled about a couple of features of their web site. To Upstate Foodie's credit, their response was almost immediate. That response is praiseworthy because it shows that customers matter.

There is a very important sense in which the customer is always right. Any of us who love good food and wine expect that to be the rule when eating out. "Your steak is not properly cooked? Let me correct that, and while you wait, can I bring you a complimentary appetizer?" Or "The wine is not acceptable? No problem. Let's find something better suited to your taste."

Harvard professor, Shoshanna Zuboff, coined a term for that sinking feeling we get in situations like that. She calls it the transaction crisis, the fear that we will "be snagged on the barbed-wire fence that surrounds nearly every commercial exchange." The hotel lost your reservation; will they find you a room? The airline canceled your flight; will they rebook you quickly? The website didn't quite do what you expected; does anyone care?

Congrats, Upstate Foodie and Community Journals for cutting through the barbed wire! Love the publication and can't wait to see the ongoing improvements to your site.