I have recently had some really ghastly experiences with some customer service experiences (make that “lack-of-customer-service experiences”) – with a bank; and with a cable company. (Don’t get me started!).
But, I’ve also had some terrific experiences. And, I realized that maybe I should be a little more energetic about praising great customer service when I experience it. So, here are three customer service “good stories,” with a lesson in each:
#1 – Joseph A. Bank.
I bought a few items of clothing from Joseph A. Bank over the holidays. I get their daily e-mail, and it is one of the few daily e-mails I get that I actually check – especially when I am in need of clothing. I bought a needed new suit, some shirts, some slacks, at pretty close to their very best price of the year. The daily e-mail works, and I appreciated it.
And, after the free shipping, I took them in to the local Joseph A. Bank store for alterations. The outcome – alterations accomplished, on-time (actually, a day early!).
Now, I’m no fashion guy. I just need regular business clothing for my work life. I get it at Joseph A. Bank, with good service, on time.
(I could add another story or two about how helpful the folks are in the store when I need an item quickly).
Lesson: regular communication (in their daily e-mail) is valuable.
#2 – Amazon.
Twice in the last three weeks, I have hit the buy button by accident — without thinking clearly. In other words, it was my mistake! Once, it was a Kindle App book purchase. (I meant to hit the “sample button, and hit the buy button by mistake). The other, I ordered the wrong book to be shipped to my home. In each case, I was able to go in to my account page, and cancel each order. (One of them, a day and a half after the order). Amazon makes it easy — no hassle.
I can’t begin to tell you how many products I now buy from Amazon. They make it easy; they are delivered quickly (practically never later than promised; frequently, faster than promised).
Lesson: no hassles, and easy cancellations/refunds, even when it is the customers fault (my fault).
#3 – JVO Design.
This is a “small business” success story. Jennifer Voiles (now Jennifer Aiken) is a graphic designer, and a good sounding board for business ideas. I suspect I can take her for granted, because I have simply come to expect what she does time and again. Recently, I needed a “rush” on some handouts for my presentations. (OK – to be honest, I almost always need my items in rush/fast turnaround mode). She is quick! I got my items back literally within two hours. And they look great. Good work; quickly done. That is superior service.
Superior work; quickly done. What more could anyone want?
Lesson: Attention to the needs of your individual customer, providing superior work, quickly done.
Well, those are my three recent stories of superior customer service. When you experience the same, I hope you will say a thank you. I’m certainly grateful.
(Now, don’t get me started on the bank, or the cable tv company experiences…).