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.