<<Disclaimer: Verify this information before applying it to your situation.>>

Greetings, Listmates!

As Mara stated, how one begins a call truly sets the tone for the
conversation. In the past year, I have contacted literally dozens of
companies regarding lots of particular items and their product lines in
general. Some companies do not have toll-free numbers, but all are happy
to accept collect calls (when I say my name, I say "Glenda Tyler,
Celiac"). My  up-beat, pleasant approach goes like this:

    "Good Morning, my name is Glenda Tyler. I live in Virginia Beach and
I am a celiac."

At this point, a majority of the representatives will say they do/do not
have a gluten-free product listing (and they will send you one, along
with product coupons and some of their literature on living with celiac
OR they do not have a list.....but are working on one or do not have the
research to have such a list.....OR they recommend you avoid their
products due to possibility of cross-contamination. Give the person a
chance to speak. You will soon know if they are at all aware of celiac
disease or need your guidance. Often the rep will find you someone else
(food analyst, their supervisor, company nutrition expert, etc.) to
help, realizing they are out of their depth.

I respond by saying I would appreciate any and all information they can
provide and give them my name, address, telephone number, whatever they
need. If their response is negative or "unresponsive", I maintain my
pleasant voice and tell them how much I have enjoyed their products in
the past and know other celiacs are looking forward to using their
products as well and we would therefore appreciate any measures they can
take to analyze their products. Many times I am asked to call back in 6
months or so, or I am supposedly put on a future mailing list. It is
remarkable the number of times various representatives will offer their
opinion as to possible products that might work! Failing all else, I ask
for a name and address to write my thoughts to the company's
public-relations individual (and follow up with a letter!).

There is nothing more to be accomplished by getting angry or
brow-beating an informational person. If a company has any information
or resources, this person is the one to get you what you need.....at
least get you started in the right direction.

I am keeping all the food lists in a notebook, but where you keep them
is not important: just keep them! When you shop, write down all the
products you are interested in, the company name and telephone number.
Then, MAKE THAT CALL AND ASK YOUR QUESTION. DO NOT SIT AND WONDER ABOUT
A PRODUCT AND DO WITHOUT BECAUSE YOU ARE NOT CERTAIN! Some of us have
even called from the supermarket!

Yes, the "flies with honey" adage works in everyday life and is a much
more pleasant way for us to deal with our daily trial of eating well.
Put on a smile and make a call that you have thought through and simply
treat the person on the other end of the line as you would like others
to respond to you.

Good Health & Good Eating!!
Glenda Tyler, Virginia Beach, VA  USA