I had a GREAT customer service experience today. I mean, truly amazing.
A few weeks ago, I ordered something custom made and it arrived early last week and was not quite right. It was not unusable, by any stretch, but was not made exactly as ordered. So, I sent the company a photo and asked them why it turned out this way and what could be done to fix it.
We had a few email exchanges, in which they asked for more info (product number, order info, etc.), so they could investigate what happened. I remained polite throughout (remember, If Done Right, Nice Begets Nice), and this morning got an email thanking me for my patience, and telling me that the entire order was being remanufactured, and would be sent express, so should arrive by Friday. Also, they put a note in my account that my items can only be manufactured at their primary facility from now on (apparently, the poor-quality order was made offsite by a subcontractor, which is what they were investigating.)
I am stunned. They didn’t even ask me to return the previous items, which I think would have been well within their rights.
So now, I want to yell from the rooftops about how great this company is, and how grateful I am for this awesome service, but what if that isn’t good for them? They only make custom-ordered items, so would I be opening a can of worms for them, or more likely a can of scams? If I shout to the world that they replaced my entire (expensive) order for free, will it cause others to trump up complaints to get their orders doubled for free? It really is a struggle to know what to do that will be best for the company that’s done right by me.
I think I have to simply stick with a friendly, enthusiastic “Thank you” note and behave as if we were in a pre-social media world. In other words, I’ll share my experience with anyone I can talk to face-to-face, but beyond that, there are too many risks.
So…thanks, Anonymous Company. I really appreciate it! You have my business for a long, long time. Guess that’s the best reward I can offer for your amazing service.