I recently had an amazing experience with a customer care department of a large international coffee machine company. The day started out pretty normal with me making a double shot americano in my kitchen when something good happened to me.
My espresso machine quit working.
Doesn’t sound like something good does it?
But that’s exactly what it turned out to be.
And all because of Marie.
I tried a couple trouble shooting tips from the owners manual with no luck so I called the customer care number to see if a tech could help me.
After 2 rings I was transfered to a directory that asked me to select the correct department for my particular machine and then it started ringing again. Now Remember I still have not had my morning Java so I was let’s say maybe a little cranky at this point and was impatiently waiting to be put on hold till the next agent could help me.
But to my surprise the phone was answered…by a person not a machine!! And her name was Marie. She asked me what happened and upon finding out that I had been robbed of my morning cup of heavan she immediately apologized and walked me thru some diagnostic steps.
After about 5 minutes of trying to get the machine to reprogram and function properly she asked me when and where I had purchased my machine. I told her about 18 months ago at William Sonoma. Marie then informed me of a fact that I was already aware of and that was that I was 6 months outside of my warranty. 🙁
At this point she asked me if I would mind holding for a minute. While on a very brief hold I was contemplating how I might get my morning fix and suddenly she was back.
With some pretty amazing news.
She told me that her manager was allowing her to email me a fedex pre paid label so I could ship my machine to NY and that she would send me another brand new machine in its place!!
They were actually honoring their warranty even though I was six months outside of it.
I was beyond surprised and happy! And Marie even asked me if I could find another way to have my morning coffee for the next 7 days until she could get my new machine to me.
How awesome is she. 🙂
Needless to say I will be their client for LIFE and a raving fan forever.
And I ask you…
What are you doing to make your clients feel like this?
Do you really put thier needs and concerns first and foremost?
What can you change or do even better in this arena?
One of the things we do at Mobile Clean is we unconditionally guarantee that when we are done cleaning there will be no odor. If there is a problem with odor we come back and re-clean and re-inspect for free. This really blows clients away when you put out a powerful promise like this.
In almost 16 years we have only been called back twice. Once was a hot water tank that the odor came back in and the adjuster just replaced it and the other time we recleaned some kitchen cabinets and all was good.
Our clients should never fear doing business with us or fear that we won’t stand behind our work or product.
Too many companies today focus on the transaction not the life time value of a client.
After my coffee machine experience I am even more determined to step up my game and take care of my client warranty or not.