Have you ever noticed every so often, a business completely shocks you with amazingly good customer service? It might just be a rock star employee or perhaps the entire business follows this strategy but when it happens, you can’t help but notice.
Sometimes it’s walking into a business and they remember your name. Other times it’s how efficiently and well they handled your needs or even their own job when they are slammed with other customers.
Here is an experience I had recently on Amazon that completely shocked me. Last week I decided it was time for new windshield wipers for my car. I got on Amazon (I usually start their first because I have Amazon Prime, which is a crazy good deal if you are an online shopper.) They happened to have a tool that allowed me to put in my make and model of my car and then showed search results based on what wipers fit my car. Cool.
I placed my order, two days later (thank you Amazon Prime!) they arrived. The front wipers fit just fine but the back wiper was not the correct size. Grrr.
I went back on Amazon to let them know I wanted to return the item. When I entered in the return information, here is what I saw:
Holy cow! They just made everyone’s life easier, and blew me away with an excellent experience. They determined that the cost to have it shipped back, restocked, etc. was just more trouble than it’s worth and they spun it back to me as “Because you are such a good customer…” I’m on to your games, Amazon – but I like them.
While this may be an extreme for some businesses, I challenge every business to look at situations like this and determine not only the cost of goods lost but the cost of the service. Then add in the serious goodwill you earn from customers in this situation. I think more businesses will start to realize that it just doesn’t pay to have customers ship back low-dollar items.
Ridiculously great customer service really isn’t hard to do but it takes everyone being on the same page for the company to shine. The next time you are out shopping, watch for these rock stars and see if there is any way you can use their tactics in your own business.
And by the way, anyone need a 13” rear wiper for their car?