How to Get Unhappy Clients to Love You

We hear a lot about rotten service, companies that don’t care, bad PR, lack of trust, and all around cynicism.

Today, two examples of gold star kick-butt service.

A Bad Experience Becomes a Happy One

First up is Amazon. I bought my brother a pair of Dewalt “lumberjack gloves” as a gift. The first time he wore them, they started to unravel. I contacted Amazon, and while their email contact system needs some work (you can’t reply to their response directly, but have to go back to their web site and start over), the click to call rocks!

They gave me a refund, told me to order a new pair, credited me with the difference in the current price (it’s higher now) and the shipping, and will send them directly to my brother. He doesn’t even have to return the old gloves. I got great service, without being a rock star, or complaining publicly.

Losers Still Win

Next is FreshDirect (online grocer in New York). A couple of months ago, they asked for submissions from customers about how FreshDirect makes your life better. I sent an email, and got a call for an audition. A week later, they called me back for a second take with the director. I didn’t make the final cut, but they just sent me a gift card for $300 worth of free food!!!

Both are standouts… worth remarking about. I told my friends, I’m telling you too. Think what being remarkable can do for your business.

Got a story to tell about a company that’s remarkable? Share it in the comments.

Image: love food

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