spa blog: How to Create a GREAT Customer Service Experience
How to Create a GREAT Customer Service Experience
If you watched my first ever video blog (you didn't? check it out HERE), you'll know that I was a little let down when I ordered a shirt from The Hipstery and they got it a bit wrong. The basic concept is that they ask 6 different various questions (some of which are different every time) and send you a mystery shirt in the mail (for a small fee of course). You have no idea what it will be until you open up the package.
One of the questions that I answered was, "What color of shirt do you NOT want?" I answered black. I received a black t-shirt. Bummer.
Not so great customer service you say. Why are you posting this as GREAT customer service? you say. Because the story doesn't end there.
It seems that someone from The Hipstery is given the task to cull the web for posts like mine - talking about The Hipstery. Not only did they post a comment here on the blog, but they followed up by sending me this great email:
Salutations Andy,
As promised here is your apology gift voucher. We greatly appreciate you taking the time to try our service, and to blog about it so passionately (although the heartbreak as your open the black shirt was hard to watch, although you masked it quite well, I had to look away a little bit, then I was chewing on my fist, it all got a bit intense for me, we don't like anything less than 100% delighted patrons.
The gift cert is attached, use it like a coupon code, or give it away to your readers, up to you. Some questions are different each time, so you probably didn't get the desert island one the first time. No we don't buy overstock, we're just like a normal reseller for the t-shirt brands that we appreciate and like to promote.
Anything else I can help you with let me know.
Dr Willem
Pretty cool, huh. He/She actually took the time to answer a question or two I had in the video, AND sent the coupon...which I want to pass on to one of you. And I will, by giving it to the best story of how you created a GREAT customer service experience for your client - just post a comment below.
ALSO, don't forget that we are running a contest on the spa FB page - how are you creating an online experience for your senior clients? Top five ideas gets a free t-shirt from spa (one of which being the now infamous black shirt from The Hipstery).
August 11th, 2010
