Seth Godin posts about a mistake companies make all too often when customers complain:
Arguing with a customer who takes the time to write to you does two things: it keeps them from ever writing again and it costs you (at least) one customer. Perhaps that’s your goal. Just take a moment before you launch an unhappy former customer into the world.And B.L. Ochman proves that every now and then, a company gets it right:
What's the common denominator here? Good customer service is really just a matter of good communication. It's the right person saying the right thing at the right time. As simple as that is, it's amazing how infrequently it happens.
I called New Balance. I left messages on a few executive's voicemails, escalating my way up to the president. Lo and behold, he answered his own phone. Now that's pretty impressive in itself. But it gets better.
He listened to my story, said he was sorry I had that experience, and promised to call the store owner to tell them to exchange the shoes for me. When would he do that? Immediately.I am impressed as hell so far.
Bonus coverage: Yeah, I'm a New Balance fan. While means I'm also a giant cliche.
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