Speed... Speed... Speed. Reacting quickly to a customer's need or issue can transform a customer issue into customer delight. Especially if handled with sincerity and a true concern for the customer's pain.
Five months ago I purchased a set of exercise bands from Ripcords.com. One of my cords snapped a couple of weeks ago, so I emailed and called them about replacing my broken cord. Miguel Perez from Customer Service and Support answered my call, and my journey from customer issue to customer delight began! Miguel quickly explained their return policy and gave me very simple instructions on how to go about getting my exercise band replaced. My broken band would be replaced in three easy steps:
- Purchase a replacement cord
- Take a photo of my broken cord and email it to them with a copy of my eReceipt
- Receive a refund for the cord I purchased
Simple enough. Figured I would take care of it later. To my amazement, an hour later, Miguel emailed me a reminder to send him my receipt as he noticed I had already purchased my replacement cord but had not submitted my photo for the refund. His email prompted me to stop what I was doing, take the photo and email it to him. He promptly processed my refund and emailed me to let me know that I should see the refund on my statement in 3 business days.
I was delighted by how fast Miguel attended to my case, how sincere he was in helping me get my replacement, and how he followed through and babysat my refund. I was never transferred to anybody else to take care of my issue. It was a very pleasant experience getting my replacement. I have decided to buy all my future exercise bands from Ripcords.com.
Lesson #112: The power of executing on customer service with speed