I am seldom positively surprised by a service experience, and I bet the same thing happens to you. But this time I want to broadcast out loud an absolutely amazing after sales service that I received yesterday. I am sure it will teach us a valuable lesson.
Statistics confirm this feeling of surprise, since according to a study carried out by the consultancy Echo in 2012, only 7% of consumers say that their service experiences have exceeded their expectations.
A short time ago we made the family decision to buy an armchair for our living room, and we got just the one we needed in a business near home. Our daughters have been in charge from the first moment to put it to good use, and although we have tried to take care of it and to take care of it, a few days ago we noticed a small opening in a joint of the upholstery.
A surprising service promise
On Saturday my husband was near the business where we bought it, and he came to tell them about the problem. To their surprise, and without mediating questions, objections or requirements, they promised that on Monday they would withdraw it to repair it.
We were both surprised by this prompt after-sales service, but I must confess that we were skeptical. Experiences with after-sales services are not usually so linear, from which one expects more problems than solutions.
Our previous experiences have been of "fighting" until the supplier recognizes the problem and finally acts to respond. However, in this case there were no obstacles. We could even have caused that defect ourselves, with a misuse, but the supplier did not take care to find out.
Actual service exceeds expectations
"Let's wait… for now it's just a promise." But Monday came, and at the promised time they rang the bell in search of the chair. Two hours later the chair was at home again, like new.
I can't help but be amazed by these kinds of responses. Until the moment I closed the door of my house, after thanking and saying goodbye to them, I hoped that something would happen so that the experience would not be so perfect. Now they charge me something, I thought. But nothing clouded this "book" service, which in this case became real.
This company is worth highlighting and congratulating. Although I have already done it personally and also on their Facebook page, I am very happy to say that these companies exist: "From Our Earth" (they actually seem from another planet…). On their site they proclaim that they have "a quality commitment focused on the customer", and they fulfill it.
What can we learn from this service experience?
When something very bad or very good happens, it is time to learn! That is why I propose to highlight the teaching that this experience left us.
- First: there was a total openness to receive the customer's claim. This attitude is essential to offer a solution. If you don't receive the claim, you can't resolve it. Second: They didn't waste energy on useless inquiries. Was it possible to know who was to blame for the defect, whether the customer or the manufacturer? Was the defect at the time of delivery or did it occur later? It is useless to waste time on these inquiries, the only thing they get is to make the client think that you want to get away from the problem. Third, the most important thing in the process: promise fulfilled! As they had promised to do, in a timely manner they solved the problem. This greatly fuels customer confidence. Fourth: no unpleasant surprises. The after sales service was fluid and responsible,totally in charge of the supplier and without inconvenience to the client. I would have expected them to at least want to charge me the freight, or ask me to bring the chair (which was obviously a problem and cost to me). However, the surprise was that there were no surprises!
One last point, which I could not evaluate with this unique experience, but which is essential to give you the “Excellent after-sales service” award is that this experience be repeated as is in each client that requires it. And for this you need working systems.
Does your service surprise your customers?
In this article you have some ideas to implement, but I encourage you to install the systems that make your service an amazing experience for each client, every day.
