I tend to attract the worst service possible in a lot of situations. I always thought it was ridiculously unfair, given the fact that I rarely, if ever, complain to a restaurant server or a Charter customer support person directly.
I realize that the employees in these situations are just people at a job. I appreciate the role they fill.
But sometimes it gets so bad it seems like I’m on a hidden camera show.
When good customer service happens to me, it seems miraculous. I tell everyone I know immediately.
Here is two fairly recent examples.
Tiffany.com
I got the last minute idea to buy an additional gift for my girlfriend. It was the night of December 22nd, so I knew shopping online might be risky, if not out of the question. I was looking for earrings.
Tiffany’s had guaranteed Christmas Eve delivery and my sister gave the thumbs up to the jewelry I had picked out. I’m fairly clueless when it comes to buying most things that don’t fall under the electronics category, so I seek approval of those with some knowledge.
Hundred-fifty bucks. Buy now. Done.
I had already bought her a digital camera and a few other small things, but I wanted to step outside the realm of electronics and surprise her.
On Christmas eve, I was expecting to receive the package. They sent an email instead.
Our apologies – Late holiday delivery
… As a gesture of our appreciation for your patience and patronage, we will be sending you a
Tiffany gift card valued at $100 …
That is amazing. They guaranteed delivery and when they realized they couldn’t follow through, they warned me and threw me a bone.
Sure, the gift card is really 40% off of $250, but the perception and execution was a great marketing plan on their part.
They earned a happy customer who is willing to tell others and it essentially cost them nothing. They messed up and were honest about it. That twisted a major letdown into a huge positive for all involved.
Well played.
Lone Star Steakhouse
My girlfriend and I decided to go to Lone Star. She is a fan of the place, I never really have cared for it much.
We order appetizers and steaks.
Hers medium.
Mine medium-rare.
The server delivered our meal and asked us to cut into them and ensure they were correctly prepared. Mine was well done, but I refuse to complain. After he left, I asked my girlfriend, “Does this look medium-rare to you?”.
A few moments later, the manager of the store came over and asked us how things were. I repeated my previous story, “Everythings good”. He replied, “well I understand that your steak wasn’t cooked according to your order”. Apparently there is microphones in the booths. That’s a scary possibility. He offered to replace our meals, which I politely refused.
“Well your meal tonight is on us”. Our $35 bill evaporated. That was way more than I would have ever expected. We both explained to the manager that we really appreciated the consideration.
As we were getting ready to leave the restaurant, another man showed up at our table. He introduced himself as the general manager and he gave us a gift card for $35 off our next visit, as well.
I hope this above and beyond customer service is a growing trend that catches on everywhere.
Thanks Tiffany’s and Lone Star.
This is a reminder that if you successfully develop a customer, your cost is actually zero.