Reference no: EM13916304

Damage Control for Disappointed Customers: Worms in Her PowerBars!

In a recent trip to her local grocery store, Kelly Keeler decided for the first time to stock up on PowerBars. These are low-fat, high-carbohydrate energy bars that are touted as a highly nutritious snack food specially formulated to deliver long-lasting energy. Since 1986, PowerBar (https://www.powerbar.com) has been dedicated to helping athletes and active people achieve peak performance. It claims to be "the fuel of choice" for top athletes around the world. Kelly is a serious runner and participates in many track meets every year.On her way to a recent meet, Kelly grabbed a PowerBar and unwrapped it while driving. As she started to take her first bite, she noticed something white and shiny in the corner of the wrapping. An unexpected protein source wriggled out of her energy bar-a worm! Kelly's first inclination was to toss it out the window and never buy another PowerBar. On second thought, though, she decided to tell the company. When she called the toll-free number on the wrap- per, Sophie, who answered the phone, was incredibly nice, extremely apologetic, and very informative about what happened. "I'm very sorry you experienced an infested product," said Sophie.

She explained that the infamous Indian meal moth is a pantry pest that causes millions of dollars in damage worldwide. It feeds on grains or grain-based products, such as cereal, flour, dry pasta, crackers, dried fruits, nuts, spices, and pet food. The tiny moth eggs lie dormant for some time or hatch quickly into tiny larvae (worms) that penetrate food wrappers and enter products.

At its manufacturing facilities, PowerBar takes stringent measures to protect against infestation. It inspects incoming grains, supplies proper ventilation, and shields all grain-storage areas with screens to prevent insects from entering. It also uses light traps and electrocuters; these devices eradicate moths with the least environmental impact.

PowerBar President Brian Maxwell makes sure every complaint is followed up immediately with a personal letter. His letters generally tell customers that it is rare for infestations like this to occur.

Entomologists say that the worms are not toxic and will not harm humans. Nevertheless, as President Maxwell says, "it is extremely disgusting to find these worms in food."

Your Task. For the signature of Brian Maxwell, PowerBar president, write a bad-news follow-up letter to Kelly Keeler, 932 Opperman Drive, Eagan, MN 55123. Keep the letter informal and personal. Explain how pests get into grain-based products and what you are doing to prevent infestation. You can learn more about the Indian meal moth by searching the Web. In your letter include a brochure titled "Notes About the Indian Meal Moth," along with a kit for Kelly to mail the culprit PowerBar to the company for analysis in Boise, Idaho. Also send a check reim- bursing Kelly $26.85 for her purchase.