Category Archives: random websites

Great Customer Service

I recently finished reading Zingerman’s Guide to Giving Great Service.  I’ve been obsessing with Zingerman’s Bakehouse breads lately and I have a Zing BAKE! class on my schedule for later this month, so when I saw this book on the audiobook shelf at the Library, I jumped at the chance.

It was read by the author, Ari Weinzweig, who outrageously gave his office phone number out at the beginning, saying that anyone who had questions could just call his office to discuss. Talk about service!  Anyhow, he talked a lot about ways that good companies could give good service, and while I have forgotten the finer details of it, I do know that I know great service when I see it.  (Here’s a link to their 5 steps for dealing with a complaint, along with some of their other customer service mantras)

I wanted to call out and give examples of two companies that recently left me pleasantly surprised by their approach to customer service.

The first is Woot.com.  I had recently ordered a box of batteries. (Skynet is eating them for lunch.)  When I got the box, I opened it up to find that instead of 72 AA batteries, I had 72 AAA batteries. In all of my life, I don’t think I will use that many AAA batteries.  I wrote in to ask about an exchange, because I really did want those AAs.  I got a quick email acknowledging that my correct order was on its way.

A day or two later, Woot sent out the following email, presumably to all the customers who had purchased batteries during that particular sale.

Dear Battery Lover,

How many times have you gone to the store to buy AA batteries, picked up what you thought was the correct package, paid for it, taken it home… and only then noticed you bought the wrong freakin’ type? You always feel kinda dumb, right? Now imagine if you did that something like one thousand times in a row.

Which is our way of saying that yes, we DID finally notice that we sent you the wrong batteries. If you ordered AA you got AAA and vice versa. We’re the goofballs here and we’re sorry for the mistake. Now, let’s tell you how we’re makin’ it right.

FIRST: keep those batteries we sent you. Put ’em in your remote or your smoke detector or penlight or whatever. They’re yours now. Enjoy!

SECOND: Be aware we’re sending you the batteries you actually wanted, at no additional charge. They’re the ones you asked for, right? Of course you still want ’em!

And please, learn from our mistakes. Always count the number of A’s in your battery type. Always.

Apologetically,
Woot.com

Super awesome, right?  Here’s what they did right:
#1 – They acknowledged that there was a problem
#2 – They apologized sincerely and with a sense of humor
#3 – They made it right, and they made it easy. (I was ready to ship the AAAs back to them)

I have long loved Woot for the sense of humor that they bring to everything that they do.

The second example I wanted to share was the great way Nature Box handled my request to cancel my service.  Let me tell you right up front, I like Nature Box’s service. Basically, you sign up for a $20/month subscription and they send you a box of snacks each month. I felt like it was good value for money, and the snacks were tasty and healthy.  I decided ultimately that mye money was better spent on something else, but I highly recommend the service. (Try the Lemon Pucker Pistachios. You won’t regret it!)

Normally, you don’t praise a company for how they treat you when you cancel, but they did me right.  I knew that if I called they’d try to keep me subscribing, so I went the email route.  This is how it unfolded:

Dear Naturebox-
I’d like to cancel my subscription please and thank you. It is a lovely service, but I think at this time, my priorities lie elsewhere. I have enjoyed my time with you, and let me assure you, it’s not you, it’s me. 😉

Best-
Brady Emmett

Hi Brady,

Thanks so much for your message! I’m sad to hear that you want to cancel your NatureBox subscription

You have been a wonderful customer of ours for so long and I can’t explain how much we appreciate that! We miss you already just thinking about it. [yadda yadda… retention sales pitch deleted here – bpe]

Don’t feel bad if you are not interested, I really just wanted to let you know about this before you go. If you would rather part ways, let me down easy with a simple response to this email 😉

Thank you very much for all you have done for our company. If you have any questions, I am all ears. I really look forward to hearing from you soon!
Andrew

Andrew C.
Professional Snack Concierge since 2013

Hey Andrew-
I really think we should see other people. Maybe at some point in the future (I really liked the Lemon Pucker Pistachios. Those were good times.)
Let’s remember the good in the relationship. 😉

Thanks for cancelling my account!

Best-
Brady

Hi Brady,

Thanks for kind let down haha I speak for the entire NatureBox family when I say, I am sad to see you go 🙁 That being said, I’ve gone ahead and cancelled your subscription. We will not charge your card from this point forward and you should receive an email confirming this shortly.

Remembering the good times,
Andrew C.

I don’t know if you caught that, but my professional snack conceirge played along with me. He had a script, sure, and what kind of customer service rep doesn’t, but he broke out of it to respond directly to me and it honestly left me with a huge smile. If I didn’t have a rule about how many subscriptions I can have at any one time, I totally would have resubscribed right then and there. I still highly recommend it (If you want to try it out, this is my referral link: http://fbuy.me/MFds you get $10 off, and I get a $10 credit, which I will happily spend).

So, that’s how you do great customer service.  Have you had any good experiences with customer service? What about awful ones?

PS If you want a revelation, try Zingerman’s Chocolate Cherry bread. If you are family, and you come visit me, I will buy you some. 😀

What up with Twitter? Part 1

I don’t know how many conversations I’ve had in the last few weeks about Twitter. Apparently it has reached critical mass in my group of friends. (I’ve secretly been hoping for that day for quite some time. Twitter is boring if you don’t have any friends on it!)

Twitter takes some explaining, I’ve found out. It’s actually quite useful, quite informative, and quite entertaining. So, I’ve got some ‘splainin’ to do. Listen up.

First some Twitter basics, so that you will understand later what I’m talking about:

1- The verb for using Twitter is “to tweet.” The noun for the updates made on Twitter is “Tweets.” People that use Twitter are sometimes called “Twits” or “Twitterers”.

2- The basic premise is that you “Follow” people or keywords, and people follow you.

3- When you follow someone, whenever they make an update, it will show up in your timeline. The timeline is somewhat like the old Facebook stalker feed, before Facebook went and got all weird and hard to use on us.

4- Tweets are by nature very short messages. They are limited to 140 characters, which is conveniently almost the same limits on text messages.

5- Twitter is very easy to update. You can tweet from almost anywhere. I tweet via text message and via two different web interfaces, depending on where I am.

6- It is very easy to get updates from those you follow. I don’t, but you can get tweets from some or all of your followers to your phone. I mostly get them on the web, but also through my chat client Digsby.

So, that’s the basics of Twitter. Tune in soon for the three reasons I use Twitter: ambient awareness, productivity, and accountability.

Geocaching Word Art!

On one of my random jaunts through the web, I came upon Wordle. I was intrigued, and wanted to try it out. I settled on downloading all of the caches I’ve found and using that. I had intended to use my logs, and may still, but couldn’t get that to work immediately. Instead, I used the names of all of the caches I found. This is the pretty cool result:

Update:
I finally got all of my cache logs to download. Here’s the result of that wordle.

It’s kind of interesting to see which words pop out as the most important. The program makes the size of the word represent the frequency it occurs in the original text. In both cases, it seems to be the word I write most is “Cache.” Go figure!