Over the holidays I heard some wonderful heartwarming stories about customer service. If you are anything like me, you don’t believe there is any…anywhere.
We have been comparing internet/phone/cable costs and there isn’t much customer service in that line of business. The beloved husband spearheaded this project. There were many bad words caused by long phone queues and information that made no sense. We still have no answers as to what would be most economical for how we use these services.
With that experience under my belt (or perhaps my skin), I did my rounds of holiday cheer. Here are the stories I heard that warmed my heart:
Disney World – A friend with two children (around 6 and 8 years old) was in Florida visiting Disney World. Her sons had different interests. They tried to get on two different rides at different ends of the park only to find out the advanced ticketing wasn’t available. They then tried to see a show and the doors closed in front of them. So what did they do? Both boys started whimpering a bit. They had hoofed it all over the park only to see NOTHING! One of the Disney characters came up to her and asked if they weren’t having a wonderful Disney experience. She explained what had happened and the character took them to the front of the line and gave them some free lunch passes. They recovered their “Disney” spirit. There was a lot in it for Disney. Those folks spread the “Disney” spirit up here in Pennsylvania.
Another Disney story came from someone at the same luncheon who said her son lost one of his matchbox cars there. After engaging some help from the staff, they couldn’t find it. When they went back to their room there was a box of matchbox cars waiting for them.
Starbucks – Yeah, I am a big fan because of their customer service. If you don’t like a drink, they will make you something else. Today my home store was mobbed. (I slept in a bit.) I had to go inside because the drive-through was jammed. I was patiently waiting for my drink when one of the baristas yelled over, “the usual?” I said, “Yes” and within a minute I was on my way.
Zappos – Never in my wildest dreams did I think I would actually buy shoes on-line. I have weird feet – they are narrow with a bunion. That means I take a narrow size….sometimes. Four years ago, a friend at work recommended Zappos and I have been in love ever since. There are no illusions – you typically pay full price and there are no sales but there is no shipping charge and returns are free. Customer service is actually….well, helpful! They have a lot of sizes and colors. They have a discount site — 6pm.com. If you can find something there you are gold. Very recently (like two days ago), I decided to get the ugly UGGs that everyone seems to wear. My feet get cold and this seemed like a good answer. I couldn’t find them locally. Although they are outrageously expensive, everyone was sold out….except Zappos. I am sure they will be here any minute now!
There are some companies that I wish had empowered employees who could right wrongs on the spot — RCN (cable company) for one and Verizon (telephone company) for another. Maybe they are just too big.
Does anyone want to add to the naughty or nice list?