Wednesday, May 20, 2009

Customer Service - Do the Right Thing

Never Underestimate the Value of Good Customer Service

At Baskets by Bonnie, we make customer service our Golden Rule. We feel it is important to do the right thing, even when we may lose some money. If you treat people the way you would want to be treated in their situation, you will gain customer loyalty. Sometimes you get much more in return. Such is the case in a recent transaction with Tina W. in Castro Valley, California.

Tina had ordered two Tiki Drummers for her boys. One of the drummers was not working properly. Common sense told us that :

a. Tina was being truthful and
It would cost as much as the value of the drummer to have her ship it back to us.
We did the Right Thing and sent her a replacement, "no questions asked". Case closed.
Or was it?
We were totally unprepared for the Over-The-Top customer review she gave us on Yelp. You can't put a dollar value on this kind of endorsement! This really made our day.

By the way Tina, if you are reading this, make our flavor Triple Chocolate Delight!!!

Yelp review from Tina W., Castro Valley California

If I ever make it to Ohio, Baskets by Bonnie is the first place that I will stop at to buy some presents for my friends and fam. The customer service is unbelievably good and undeniably one of the best I have ever encountered. My phone order which was placed after hours was returned immediately, taken down with detail, filled with love and wonderfully packaged - as well as shipped out instantaneously. I was notified by email of the tracking number and ship date. The box included a cute HAND WRITTEN note and the sales receipt. I was ecstatic and did a little happy dance.
When I realized a couple of days later that part of the order was malfunctioning (mind you, NOT the fault of Baskets by Bonnie) I called the store and inquired about any possible return or exchange policy. I was immediately shipped another item, no questions asked and was told to just keep the damaged one. I didn't even have to pack a box and send the broken one back.
This is truly as good as it gets. In a time where consumerism and Walmarts crush customer service, stores like this leave people with a huge smile on their faces. Baskets by Bonnie deserves a new ice cream flavor named after them if you'd ask me.

1 comment:

Kaira Sturdivant Rouda said...

A perfect example of the power of exceeding customer expectations - especially your female customers. Congrats to you for making a customer for life, and by making her happy AFTER the purchse phase, you've benefitted your business in so many more ways. Customer service is the killer app today. Great job!!