This is how you do excellent customer service: Green Man T-Shirts

It’s funny how we sink to the lowest common denominator with our expectations of companies. So many businesses have crappy customer service that we come to expect it, even wait for it, so we can blog about how bad it was, or tell all our friends about it around the virtual water cooler.

But then a company responds quickly and politely and and goes the extra mile to do the right thing, and they instantly gain our loyalty.

We had a very bad customer service experience last month with an online book retailer, in which we eventually found that they really weren’t at fault (the error was bigger than just within their own business), but it took over half a dozen ridiculous emails and several weeks before it was resolved, and I ended up pissed about the entire exchange. I had planned to blog about it and rip them a new one, but I’ve since calmed down, and have decided to just never do business with them again (A B E Books, just so ya know).

However, my wife (who doesn’t buy online very much at all) decided to buy some organic cotton t-shirts for me, and found a great price on them at Green Man T-shirts. So she orders a couple of them (without telling me). A couple of days later, she opens an email from them, which says that her order is being refunded (but it doesn’t say why). She comes to tell me that she tried to surprise me with them, but that it looks like her order got cancelled somehow.

Immediately afterward, she gets another email from one of the people at Green Man T-shirts, explaining that they screwed up her order, they weren’t sure if they had the size she wanted, and they were terribly sorry about it. He then goes on to say that he’s refunded her money, and gone ahead and shipped two shirts to her, free of charge, to make up for the screw-up. (And sorry, I don’t remember the guy’s name, or I’d give him a shout-out too)

Refunded the money, sent free shirts, and wrote a personal apology: Now that’s customer service that rocks.

Needless to say, the next time we’re looking for organic cotton t-shirts, we’re going to Green Man. And yeah, they’ve still got organic cotton t-shirts for $7.

Derek Markham

Things I dig include: simple living, natural fatherhood, attachment parenting, natural building, unassisted childbirth (homebirth), bicycles, permaculture, organic and biodynamic gardening, vegan peanut butter cookies with chocolate chips, bouldering, and the blues. Find me elsewhere at @NaturalPapa, @DerekMarkham, Google+, or RebelMouse.

One thought on “This is how you do excellent customer service: Green Man T-Shirts

  • November 8, 2010 at 1:15 pm
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    Very good post. I unfortunately, many have many good stories about customer service to tell. For example dell customer support . I got a problem with my keyboard, so i visited their website, and found a live chat support button. I always prefer live chat service over phone service , so I clicked on the Live help button without any hesitation, and to my surprise, i got this message. ” Online Chat support is offline at present. Please call our customer service team through phone.” I was bit disappointed, as I dont like to talk on phone, as the phone operators are always in hurry to end the call. But, as I didnt have any other option, I called their phone support service. I waited for some one to answer, waited .. waited .. waited.. And after 15 minutes, I got the answer. Our Support Operators are not available at present. Please feel free to contact our support team through Online Chat. I emailed them about this experience . However, I never got any reply, and I was so disappointed. Because, I dont expect this level of service from a Market leader.
    so, you can see , how the companies treat customers. but, not all companies. I have worked in customer service industry, and worked for many companies, who are very committed towards the customer satisfaction level.
    I have seen that your prompt response to the customers concern can make them really happy, even if the response is not of much help.
    Customer service is all about Delivering what you promise. And your example shows that if you cant deliver what you promised, then customer has all rights to get a compensation for his wasted time and expectation.

    Reply

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