Have you had a good customer service experience?
Even though I make soap, I still purchase handcrafted soap from other soap makers. (If soapaholic was a word, it would describe me. I can never have enough shops in my shower.) A few weeks ago, I placed an online soap order to Bathhouse Soapery and Caldarium. I like their Pine Tar soap and a soap called Hot Southern Mess. When my box arrived, I was missing an item. I emailed on a Saturday night and expected a response on Monday. Forty five minutes later there was an email in my inbox from Michelle, a Customer Service “genie”. She apologized and assured me the missing item would be shipped Monday morning. I received another email letting me know when the missing item was shipped. A+ customer service.
Next to soap, I lust after earrings. I’d been looking for a pair made with Long Island sea glass and I came across Seaglass and Sunsets. After wearing the earrings twice, one of the hooks opened up. When I contacted Heather, the maker, she immediately emailed me back, apologizing. She even offered to pay for my shipping to send them back to her to fix. Another A+.
Both of these companies gave me a great customer service experience. They went out of their way to help me with my problem. I love how Roberta Perry from Scrubz puts it all together. Do you treat each and every customer like they are your only customer? Find out what they need to buy and not what you need to sell them? Treat them with gratitude and respect for being your customer in the first place? If not, you should start now, because as buyers are less inclined to head to the big box stores and more inclined to ask friend for referrals, how you treat your customers will make a big difference in your bottom line. Customer service is truly the “new black”
I’m grateful for these positive customer service role models. We all make mistakes, how we handle them says a lot about who you are and your company. I hope my customers feel respected and know how grateful I am for each of them.
What are you grateful for this week?
Yours in Gratitude,