Enlightened guest blogger Andy Andrews is back with a customer service story that needs to be shared. Instead of flipping out when things go wrong, why not create a raving fan? Here, Andy raves:
“So I had a little problem with two episodes of Desperate Housewives that I downloaded last week – they would play on my computer, but not on my iPod. I figured that this was a technical problem that they would fix soon, but I thought I would send a complaint e-mail anyway.
The e-mail I got back from Kim at iTunes really impressed me. She:
1. Apologized for the inconvenience
2. Refunded the 2 episodes
3. Gave me a store credit for a video as compensation
4. Admitted that they had a problem which they were working very hard on fixing
5. Thanked me for my business and my patience
Do you think I’ll continue to purchase from iTunes? Of course! Problems happen – when they do, it is a great opportunity to show customers your commitment to them. An apology and an attempt to make it better are all it takes.”
I couldn’t agree more, Andy! I’ve had similar experiences with Cafepress, KitchenAid, Marriott and others who really care about my business.
So, dear readers, what’s your policy on keeping creating raving fans out of your business’s mistakes, accidents and disasters?
Related posts:
