IN THE PINK

Finweek English Edition - - Openers -

I’VE BEEN STRUG­GLING to find Straw­berry Nesquik on the shelves of my lo­cal su­per­mar­ket and, con­sid­er­ing it’s my daugh­ter’s drink of choice, I de­cided to give Nestlé’s con­sumer line a call. The au­to­mated voice is al­most too cheer­ful and friendly and at times the back­ground mu­sic made it dif­fi­cult to hear what was be­ing said. But con­sid­er­ing there are no menu op­tions, that hardly makes a dif­fer­ence.

The call was an­swered in un­der a minute and the agent did tell me they’d pulled the straw­berry flavour from shelves to change a colourant. When I asked why that was be­ing done, the agent be­came a lit­tle vague but tried to re­as­sure me there was al­most no risk to chil­dren from the old colourant. ( The web tells me it may cause hy­per­ac­tiv­ity.)

When I asked what I should do the agent told me if I had any doubts about us­ing it I should just con­tact them with the de­tails of the prod­uct I have and they’d re­place it. While not en­tirely happy with the ex­pla­na­tion I re­ceived, the of­fer to re­place it with no ques­tions asked was com­fort­ing.

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