Tales of Great Customer Service

79I see stories of bad customer service on Facebook significantly more than those of good customer service, so I thought I’d use today’s blog entry to celebrate two great customer service experiences I had recently.

The first involves a t-shirt printing company called CustomInk. I had ordered a few Stonemaier Games t-shirts from them a while back, and I recently revisited the site to place a much larger order for the ambassador program I started.

An hour or so after I placed the order, I got an e-mail from customer service. They were happy that I ordered more shirts, and they noticed that I was paying for a design they already had on file (because of my previous order). As a result, they reduced the charge for the new order by $20.

The remarkable thing to me about this experience is that they didn’t have to credit the $20 to me. I never would have known the difference, and I would have been perfectly happy with the order anyway. But that wasn’t good enough for them. They went the extra mile, losing $20 in the short term, but gaining a long-term customer in the process.

Office MaxThe second story I have involves Office Max. I hardly ever shop for anything in person these days–I do everything online. But I was in the area of an Office Max, and I needed a few things, so I stopped in.

My excellent customer service experience started the moment I walked in the door and didn’t stop until I left. Within three steps of entering the building, an employee approached me and asked if I was looking for anything in particular. I told him yes, and I described the shelves I was looking for.

He didn’t point me in the direction of the shelf section of the store–that’s standard practice, and I wouldn’t have had a problem with it. But it was really nice that he walked me over to the shelves, talked me through the merits of a few of them, and let me make a decision. Nothing pushy.

He said that he would go get the box from the warehouse, and he asked if I was looking for anything else. I told him I needed some bubble mailers, and again, he walked me over to the bubble mailer aisle. He left me there while he went to get the shelves. When he got back, he must have noticed that some fancy desk chairs had caught my eye, because he left the shelf box near the bubble mailer aisle.

When I wisely decided not to buy a fancy leather chair that Walter would immediately ruin with his front claws, I walked towards the bubble mailer section (adding a few plastic compartments to my armload while I walked) and was casually intercepted by the employee. He carried the shelf box with me over to check out and loaded all of my items onto a shopping card while I paid the bill. When I hastily crumpled up the receipt, he pointed out the discount I could receive if I registered at the website.

I can’t speak highly enough about the overall experience. The level of attentiveness (without pushiness) was off the charts. I don’t know if it was just that employee or if Office Max is known for that level of service, but either way, it was amazing. I wouldn’t hesitate to go back if they every got a cat-proof desk chair.

What’s an example of great customer service you experienced recently?