I have a slight obsession with customer service. Whether I’m on the giving or receiving end of it, it’s what differentiates the good companies from the BEST companies.
I’ve told my hubby before, if all hotels were as customer service oriented as ours (we just won our 8th J.D. Power Award in a row!), and if all airlines were like Southwest, and if all grocery stores were like Dierbergs, then people would be totally satisfied when traveling, flying, and shopping for food. In my opinion, of course.
Just recently I was on the receiving end of an internet company that has provided the best customer service I have come across in quite a while.
Remember when I bought my new shoes? I did lots of research on the type of shoe I wanted and decided on the Brooks Pure Connects. I did some comparison shopping and found Zappos had a pretty good deal. Tax was included and shipping was free.
A few days later they were on my doorstep. When I opened the box my first thought was they were kid shoes. They looked small! I tried them on and they fit like a
glove sock. Only slightly worried, I wore them around the house for a while, and then anxiously took them on an early morning run the next day. One mile into the run I felt a blister forming on my heel. By miles 2 and 3, the pain was worsening, but as I usually do, I continued on. By mile 5, the pain was beginning to go away, so I figured I musta loosened ’em up. I finished my 6 mile run pretty happy with the shoes.
Before my next run, I bandaged up my heel and bounded down the stairs. I made it two miles before the band-aid slipped off and the pain began. Again, I stubbornly finished my run, and immediately took my shoes off when I hit the driveway.
Feeling frustrated, but not beaten, I decided to give it one more try. I don’t know why. I really am bull-headed, and since I couldn’t return them now that I’d run 12 miles in ’em. I figured I’d just loosen up the laces a bit more, and go for it.
I made it five miles. By this time, my heel had a hole the size of a small crater. It hurt like heck. And so did my heart. I’d been so happy to get the shoes, and I felt totally lost at what to do.
Heartbroken, I called a Zappos representative and pleaded my case. I immediately perked up when she told me I could do a one time return of a used item because I was a valued customer! My new Pure Connects in a bigger size would be here the NEXT day, and I had a few weeks to return my old pair. And better yet, she was going to upgrade me to a VIP customer which means all my purchases from now on will be delivered the next day at no charge!
THAT is customer service. Sure, they lost a bit of money by allowing me to return shoes they would not be able to sell again, but they gained a happy customer. I will absolutely order from them again, just because they made it so easy for me this time around.
I asked my hubby what he knew about the company – being the savvy business guy he is. He’d studied them and knew they focused on customer service. Their motto is to take care of the customer no matter what. Sounds very much like our motto at the hotel.
I am now the happy owner of a size 9 pair of Brooks. After letting my heel heal, I took my new pair out on a test run.
I made it 6 miles pain free – and in record time!
Woohoo! (as my new friend, Zappos, and I always say.)