Don’t Just Thank Them, Wow Them!

Received a call from BrainWavz last afternoon. I hadn’t raised a complaint. It wasn’t a follow up call either. (I’d purchased a headphone cover from these guys a couple of weeks back, to protect my audio-technica studio monitors — they aren’t as expensive as the other premium brands out there, but I love them!)

The person at the other end, a guy, warmly greeted me and apologized for the constant reminders that I’ve been getting for a feedback. I honestly haven’t had a clue, thanks for the modern new Gmail inbox — these must have gone in promotions or updates. I rarely check them, more specifically when I’m expecting an email.

He explained that standard protocol requires them to send out a feedback email just once but my Gmail autoresponder triggered a response that went into a loop. Thankfully, their technical team decided to terminate the loop. He didn’t want me to panic or get annoyed, assuming that the company was spamming me.

I’ll be honest, I did notice a few emails (about half a dozen) but dutifully ignored them. The product was great, but others were already raving about it. My feedback wouldn’t have affected their already high rating (that’s why I bought it in the first place!).

But what a wonderful gesture! When he said, “I wanted to make sure that I personally thank you for being so patinent with us,” I felt as if it’s as the CEO himself! (And he may have been, who knows?) It literally made my day. Made me feel special.

I’d say that’s customer serious par excellence. And each time you’re touched by these unsung heroes, you just can’t help but appreciate the goodness that’s out there.

As a matter of fact, this man reminded me that customer service is about bringing happiness. It’s got nothing to do with repeat sales or the bottom line, but the values that companies live by.

Is “wowing your customers” part of your company values? When was the last time one of your employees (or you!) had reached out to a customer and thanked them or apologized for the “inconvenience caused,” when it’s uncalled for?

Think. Reflect. Do.

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