Opinions And Ramblings By Adam Kmiec On All Things

Killer Customer Service Strengthens Loyalty

Happy Customers (Photo Credit, Shopify)

In any “relationship” between a customer and a company, there are no shortage of things that can go wrong. I get to see this up close and personal, every day, in my role, at Walgreens. From the item wasn’t in stock, to an extra call to your Dr. needed, a coupon not working the way the customer expected and a line at checkout¬†there’s a lot of ways for us to miss the mark. Granted, I’m biased, but I think we do a great job of listening to customers, understanding their tension points and looking for ways to reduce, or even eliminate those tension points all together. Try the “refill by scan” feature in the Walgreens app, the next time you need to refill your prescription and you’ll never go back to calling in.

Statistically, with so many things that could go wrong and high customer expectations, I always appreciate and in some cases, find it quite remarkable, when companies either:

  1. Proactively address a bad experience
  2. Go seemingly, above and beyond

Generally, if you were to ask someone about their last negative experience with a company, they can answer instantaneously. But, ask them about a great one and it’ll take some time to provide an example. Just look at your social media feed; you’ll see complaint after complaint and negative experience after negative experience. I too am guilty (though less so these days) of over highlighting the bad and rarely shining a light on the good. And yes, there is a lot of good out there.

With that in mind, I want to tell you about 3 fantastic customer service experiences I had in the past month.

Southwest

I love Southwest airlines. I tell people how wonderful Southwest is, so much, I’m sure they think I work for the company or somehow get compensated. They don’t always get it right. And, when they don’t I share that with them and others. Airline travel is tricky. There’s a lot of variables that are 100% out of the airline’s control. For example, weather. On a recent flight, we were 4 hours delayed. This was not a weather issue, necessarily. This was mechanical one. It started with the inbound flight being delayed because of weather in Denver, I believe. But, they were able to make some magic happen and re-route another plane to Minneapolis, leaving us only 30 minute delayed. Much of that, they could make up in the air. But, when that plane landed, they had a mechanical issue. No idea, what it was. But, an hour later, they let us board. We go to take off and…another mechanical issue. Back to the gate. 2 hours later, finally, we take off. All-in-all, we were 4 hours late. This was a 7 PM flight, originally. Needless to say, I wasn’t thrilled. But, before I even had a chance to complain, I received an email from Southwest, apologizing for the situation. To boot, they even provided a $100 flight credit. Think about that. They knew they screwed up. They knew customers were impacted. They knew loyalty would be tested. And they knew to try and make it right. Bravo!

Verizon Wireless

Raise your hand if you love your wireless company? That’s what I thought. I’ve been with Verizon for 10 years. Yes, I pay more than T-Mobile, Sprint, AT&T and every other competitor, but Verizon has always had great reserve, that’s reliable and killer customer service. The other day, was a great example of that amazing customer service. I woke up, as I normally do, at 6:30. I picked up phone, which apparently, was blowing up all night. I had 20+ text messages. Well, look at me, Mr. Popular, eh? Not exactly, it was a text message warning from Verizon every time, we, as a family, went over our 12 GB monthly plan. Somehow, we chewed through 20+ gigabytes of cellular data…over night…on just one person’s phone. This made no sense, for a lot of reasons. I mean, let’s start with, that’s a lot of data to go through in 8 hours, over night. Also, it was limited to just one family member’s phone. Then, you have the fact, we’re always under our 12 gigs. Oh, and, we were only 4 days in to the billing cycle. Something was wrong, right? I called Verizon and spoke with Justin. Justin listened to my situation. Offered some help. Reviewed my history. He was mystified and agreed something was off. He connected me with Apple, directly, so they could trouble-shoot. Justin promised to call me back within 30 minutes to see what Apple had to say. Apple did and agreed something wasn’t right. Justin called back. Yes, he called back. When’s the last time that’s ever happened? I filled him in. He then put me on hold, connected with another Apple person and someone else at Verizon. Time on hold, was no more than 5 minutes. When he came back, he said, he didn’t have a solution. But, to make things right, he would up my plan to 50 gigs, ensuring I’d have the data needed for the rest of the month. Then, next month, he would personally credit us for the difference, switch our plan back to the original plan (a legacy plan, by the way) and call me back personally to confirm. We even set an appointment for that call. Mind, blown!

Room & Board

Some people refer to Room & Board as, Room and Broke. Yeah, you pay a premium for their great furniture, white glove delivery and, you got it, great customer service. Last fall we purchased a coffee table. We love this coffee table. Last week, I noticed something wrong with it. The front left corner was separating. Strange. Odd. R&B has great craftsmanship and all their furniture is very durable. I emailed R&B about my situation. Leah responded the same day. She expressed dismay, shock and indicated how bad she felt. She asked for photos to help her understand the situation. What she didn’t do was accuse me of somehow being behind the issue. She didn’t cast blame. She asked for information that would help her, help me. I sent the photos. She asked for a few more, from a different angle. Each time I responded, she responded, the same day. After 2 days of back and forth she wrote me to say:

  1. She felt bad
  2. They want to make it right
  3. She had already conferred with her manager and her manager agreed they should replace it
  4. But, there was a problem, the designer, no longer makes this piece….
  5. However, she was going to write the designed and ask if they could make a 1-time exception, given the circumstances

From there, she explained, she’d back to me in a week. 4 days later, she wrote with unbelievable news. The designer, would in fact make the replacement unit…at NO charge. R&B would handle the delivery and the removal of the defective unit. Again, this was an item that was 9 months old! Think about that. Wow!

Look, there are great examples of companies doing the little things and the big things. But, it’s true, the old maxim about a person with a good experience telling 10 others, but a person with a bad experience, telling 1,000. Of late, I’m trying to celebrate the great examples and pausing before I share the bad ones. Try it.