“Let me try to find another one for you.”
You don’t need sophisticated systems to “manage customers” or detailed plans for customer loyalty creation.
You DO need people with some common sense and common courtesy. This week, I had a wonderful service experience with Coldwater Creek – all because of one person, Terri.
I had bought a top in several colors – and, wouldn’t you know it – my very favorite one (gray) started raveling at the neck after one (very careful) hand washing. I dreaded going back with it, anticipating a battle of wills with CC. But, no battle! Terri immediately credited my card and then – to my happy amazement – volunteered to try to find a replacement, while I looked around or came back later. (Note that this particular item is no longer available at the local store). She went online and also checked the outlet. No luck. “Let me try one more thing” she said. Terri then started calling stores across the U.S.! Luckily for her she found my top in the second phone call. (”Only 8 more calls to go.”) It’s shipping to me from someplace in Tennessee.
So, if you’re ever in Albuquerque – check out the local Coldwater Creek shop and ask for Terri. She’ll take care of you.
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Um, why would you want another top that unravels after one careful hand washing? Perhaps Terri was so helpful because she’s had lots of practice replacing defective merchandise. (Sorry. Succumbing to lawyer-think. The witness is excused!)
Well, that might be true…but I’ve got two other tops of the exact design and they’re fine.
Also, sadly many companies would rather assume the customer is guilty and it’s up to us to prove our innocence (and the right to our money back.)