On Super Bowl Sunday my wife and I were getting the house ready to host a Super Bowl party. ?One of my tasks was to de-scale the Keurig coffee maker and get it ready for our guests. ?I went thru the cleaning procedures, let it sit for 4 hours, I rinsed as instructed and was moving on to the next task. ?I turned it off, unplugged it, moved it back to it?s spot, plugged it in and?yep, no power. ?None, nada, zip?
I jumped online to search for NO POWER + Keurig and up pops about a dozen posts with the same problem..turns out there may be a transformer issue with this model. ?But here?s the thing; instead of ranting about how terrible this situation was (NO COFFEE MAKER), these folks were RAVING about the response.
I called customer service and was suprised to find a human at the other end of the line. ?After a few questions about the problem and a request for contact information, serial number etc, the young man at the other end of the phone said something like; I apologize for your inconvience but your warranty has recently expired. ?Well I guess that was it? ?No sir. ?He further said, ?since your Keurig failed to power on we will replace it for you, at no charge. ?NO WAY? ?And then he said that I should expect to receive the new coffee machine in 3-5 business days. WOW! ?I was impressed. ?Super Bowl Sunday, real person, above and beyond the call of duty for a customer, and it only took a 10 minute phone conversation.
I received no less than 3 follow up emails keeping me informed about the replacement process. I received my new Keurig on the 3rd business day. ?Now I know that the business reason for replacing my machine was so that I would remain a Keurig customer and continue to buy the K-Cups, which is probably where they make their real money. ?Ask me if I care! ?I am now a Keurig customer for life.
There are seven things that all of us can learn from this:
- Care about your customer
- Empower your staff to make reasonable decisions
- Sincerely apologize if there seems to be a problem
- Be polite
- Make it right if at all possible
- Do so as quickly as possible
- Mix all together until you have a fanatical fan
We hear so many things that businesses do wrong when it come to customer service, I thought it would be good to share 1 that does it right.
Have you had a recent interaction with a business that did customer service right? ?Please share.
?
Jim's 19 years of co-owning and managing a printing company, Minuteman Press-Bay Area, along with his many years of serving on both not-for-profit and community business boards has uniquely positioned him to offer marketing services assistance to both small businesses and non-profits. If you need some help growing your business, give Jim and the team at Big Daddy Marketing a call at 281-488-4100 or go to www.BigDaddyMarketing.net for more information.Source: http://blog.bigdaddymarketing.net/2012/02/18/7-steps-to-fanatical-customer-service/
chaz bono tonight show tonight show unthink julianne hough chris cook nest
No comments:
Post a Comment