Don't Trash Customer Service

Impeccable customer service is hard to come by these days. However, I have a story that blows the lid off many retailers who have thrown customer service by the wayside. Not long ago, after purchasing a pricey trash can--the sort with a stainless steel cylinder and foot pedal--for the second time in two years, the lid on it broke...again. The mechanism that opens the lid kept breaking after a few months of use. Most people would say to go with a trash can that doesn't have a foot pedal, but this is not an option in my household, where a chocolate lab and foxhound reside (who would readily tip over a plastic trash can or stick their noses in an easily accessible top.)

After trying to repair the trash can with no success, my husband decided to buy yet another. We racked our brains on other alternatives, but caved in and were ready to shell out money for a similar product. While at Bed Bath & Beyond, my husband spoke with a store manager walking the floor, telling him about the problem and asking input on which trash can had the least problems. After five minutes of conversation, the manager pointed him to a trash can that had a more durable lid connector and told him to bring the broken trash can back to the store for a refund. Yes, a refund with no receipt and for a product that was purchased last year. When my husband returned home with the new and improved trash can and news that we would be getting it for free, I almost passed out. Good thing we didn't throw out the old can! It gets better. The store accepted a 20 percent off coupon on top of the full refund, so we ended up with a store credit to boot.

And I thought customer service was a long forgotten practice. While it may not be the answer to world peace, good customer service isn't just good for business--it does wonders for humanity.

--Rachel Brown

Comments

[Melissa]

I couldn't agree more. Customer Service is so important, and I have had similar wonderful experiences at Bed, Bad and Beyond. Funny that this should be the topic of today's Blog b/c I just had a horrible customer service experience this morning dealing with the reps at my Amazon.com visa card company. They were rude,uncaring and unappreciative of me as a loyal customer and I will no longer be using their card. When will companies fully begin to understand that consumers have so many choices these days and if they don't show customer appreciation they will lose our business!