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Business

Dissatisfield with your product? Take it back and get a free beer

admin
March 5th, 2015


This article is more than 9 years old.

Fakta introduces new strategy to increase customer satisfaction

Denmark's second largest discount chain, Fakta, is introducing an unconventional warranty policy to attract more satisfied customers.

Starting from today, customers who return or swap faulty or unsatisfactory products will get an 'oops, we messed-up' beer on top.

"We would like to become Denmark's nicest discount chain," explained Fakta's chief executive Niels Karstensen.

"We want shopping in Fakta to be a more positive experience and adding an 'oops, we messed-up' beer is our tongue-in-cheek way of showing that we are different and that we make an effort."

A soft drink for the under age 16
Customers under the age of 16, or those who do not drink beer, will get a soft drink instead.

The 'oops, we messed-up' beer (kvajebajeren in Danish) is just one of the many changes the chain is currently implementing. 

Others include a comprehensive training program for the company's 9,000 employees, a sponsorship agreement with Hus Forbi (a magazine sold by the homeless) and new playful commercials. 


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Moreover, 21 percent of those surveyed admitted to medicating their kids with paracetamol, such as Panodil, before sending them to school.

The FOLA parents’ organisation is shocked by the findings.

“I think it is absolutely crazy. It simply cannot be that a child goes to school sick and plays with lots of other children. Then we are faced with the fact that they will infect the whole institution,” said FOLA chair Signe Nielsen.

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At the Børnehuset daycare institution in Silkeborg a meeting was called where parents were implored not to bring their sick children to school.

At Børnehuset there are fears that parents prefer to pack their kids off with a pill without informing teachers.

“We occasionally have children who that they have had a pill for breakfast,” said headteacher Susanne Bødker. “You might think that it is a Panodil more than a vitamin pill, if it is a child who has just been sick, for example.”

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Parents, when confronted, often cite pressure at work as a reason for not being able to stay at home with their children.

Many declare that they simply cannot take another day off, as they are afraid of being fired.

Allan Randrup Thomsen, a professor of virology at KU, has heavily criticised the parents’ actions, describing the current situation as a “vicious circle”.

“It promotes the spread of viruses, and it adds momentum to a cycle where parents are pressured by high levels of sick-leave. If they then choose to send the children to daycare while they are still recovering, they keep the epidemic going in daycares, and this in turn puts a greater burden on the parents.”