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Post by Michele on Aug 22, 2012 17:44:13 GMT -6
My printer wouldn't print when I changed the ink cartridge Monday. I spent hours Monday evening trying to figure out the problem. Finally yesterday, I called the cartridge refill store and they told me to bring it in. It had a clog and they cleaned all the nozzles for free.
This is not the first time (although the store has had 2 owners) they have worked on my printer for free. They realize I'm a loyal customer. That small thing is worth so much to a customer. I did take them some muffins from the bakery next door.
Now it's my turn - I currently have a customer that bought several pairs of earrings about a month ago. She contacted me today and said one pair was a bit heavy for her and asked about exchanging them.
My return policy (which is stated and she probably already checked) is I have to be notified within 3 days of receipt, for a return or exchange, and pierced earrings can't be returned for hygienic reasons. This customer has purchased from me several times, so I agreed to exchange them.
The cost of mailing a new pair to her and changing the earwires on the returned pair is minimal. She will probably remember me accommodating her, when she's making a purchase in the future.
Do you have any good customer service stories?
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Post by DawninCal on Aug 23, 2012 21:19:55 GMT -6
Your ink store is a fantastic example of customer service and so is the customer service you provided to your customer, Michele. The ink store has a faithful customer for life and so do you! We had some great customer service a couple of months back. Ordered a case of beef jerky which was supposed to contain eight packages of jerky. The package arrived a few days later and when we opened it, we discovered twelve packages of jerky along with a note that said something along the lines of "We apologize for any inconvenience, but our cases of eight packages of beef jerky are on back order. We didn't want you to have to wait for your order, so we've substituted this case of twelve. Enjoy the extra jerky!" We were really impressed and will definitely order from them again! Dawn
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Post by caeterle on Aug 24, 2012 8:17:22 GMT -6
I have several stories about good customer service, but at the moment I can only think of this one. We ordered some packs of moth paper strips and instead got nine glue sticks. After writing an e-mail the strips arrived the next day and they told us to keep the glue sticks as well
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Post by koolbraider on Aug 24, 2012 18:41:44 GMT -6
Michele, it's funny that you brought up this topic right now. Today I got a call from the owner of the shop where I sell my stuff, saying a customer had a broken stone in her necklace. As it happens it was the black sardonyx from the WIP here. The shop owner said she thought the customer may have broken it and didn't notice for a few days (it was the first thing I had sold this summer, weeks ago). But, and big but here, the customer is such a good one that the owner has no problem with exchanging or refunding. And wouldn't you know it, I went back to my pics and there the chip was. In fact it was practically a new facet! You wouldn't notice it if the good side was turned outward but wow, what a goof! It's actually my fault; for some reason I don't check stones as closely as I should. But this customer will be treated well, especially since the necklace was bad in the first place (I haven't called the shop owner yet; didn't find the pic until after hours). People remember good service.
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Post by Michele on Aug 24, 2012 22:02:22 GMT -6
If companies only realized how beneficial good customer service is. It's sadly becoming a thing of the past for a lot of companies.
I have a few suppliers I buy from that offer great customer service. I never check to see if I can get a better deal somewhere else. I know their product is good, will be shipped in a timely manner, and if there's a problem, they'll take care of it. That's worth more than a few dollars to me.
Sue, isn't it amazing how things aren't easily seen with the naked eye, but show up plain as day in a macro shot. The store owner, as well as the customer, will be impressed with you making it right.
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Post by caeterle on Aug 24, 2012 23:01:41 GMT -6
Sue, isn't it amazing how things aren't easily seen with the naked eye, but show up plain as day in a macro shot. The store owner, as well as the customer, will be impressed with you making it right. Are we talking about cat hair now??
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Post by Michele on Aug 25, 2012 10:46:51 GMT -6
;D Cat hair becomes tiger hair with a macro lens.
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Post by DawninCal on Aug 25, 2012 22:41:49 GMT -6
Sue, I feel for you. Sometimes, no matter how closely we check, those things slip by and then we want to kick ourselves. Your stellar customer service will mean a loyal customer. Tiger hair - *snort* Dawn
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Post by koolbraider on Aug 26, 2012 19:17:57 GMT -6
By the way, I showed the stone to my bead shop owner. She said she didn't think she had any singles left but I found one!! And, she said just to take it. Must pay it forward. Good customer service all around. (I will try to take a pic of necklace and closer one of the broken stone once the silly season has wound down around Labor Day.)
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Post by DawninCal on Aug 26, 2012 21:13:02 GMT -6
That's excellent, Sue! Good karma for all involved! Gosh, Labor Day is coming right up, isn't it? Dawn
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