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The old saying is true – if you love something or have a great experience you’ll tell three friends and if you hate something or have a bad experience you’ll tell 10! Customer service is the cornerstone of any business. The companies who heavily focus on their customers are clearly the ones growing in the marketplace.
I am a big Zulily fan and recently ordered a Prédiré Paris Day & Night Anti-Aging Eye Care Set (products no longer available on site, but check them out on Gilt). I was excited to try the products, especially since the set is normally over $400 and I paid approximately 95% off! The day eye gel worked great, but the pump on the night version never worked…Waaaah.
I emailed Zulily to ask if they could send a replacement. In a few hours, someone responded and apologized for the inconvenience. The company refunded what I paid for the product, said to keep the product and also added a $5 credit to my Zulily account. Yowza – now that’s what I call customer service!
Another favorite is Kohl’s. The company’s return policy is fantastic, even if you don’t have a receipt. A few years ago I received a Keurig as a gift from my in-laws. After about a year, it stopped working. I knew my in-laws purchased it at Kohl’s, so I brought the entire appliance, without the box or receipt to Kohl’s.
I was nervous as I approached the returns counter, but the woman who helped me said no problem. I walked out with a new Keurig. Only catch is it has to be the exact same model and color. I have lots of other examples of Kohl’s great customer service.
Nordstrom also has amazing customer service, be it in-store or online. Honestly, sometimes the prices are a bit higher than other retailers, but I am willing to pay a bit more because I know they have shipping and are great about returns and exchanges. You might have heard me blab on about my favorite Born Felicia Boots from Nordstrom.
When I was trying to purchase the boots during last year’s Anniversary Sale, I was having issues trying to use a prepaid VISA gift card. I called Nordstrom and the woman I spoke with walked me through how to enter the card in the system and was so nice about everything, and thanked me for being a customer. How about that!
If anyone has called American Girl to make a reservation for the American Girl Cafe, you can attest to the amazing customer service. The person helping with the reservation asks if there is a special occasion, dietary restrictions and asks about the dolls. It’s almost like talking to a friend. The entire waitstaff at the cafe makes the experience fun and memorable or adults and kids.
The same goes for the in-store experience. Salespeople who are knowledgable about the products are everywhere to help you and answer questions. That’s not an easy job with excited little girls underfoot everywhere!
The customer experiences I shared may sound super basic. None of my examples are extreme. They simply highlight how customers should be treated. It’s not rocket science.
I worked in retail in college and know firsthand how tough it is. I also know how important it is to be kind and patient, and consider the needs of all customer. Needless to say this notion stretches far beyond retail.
What are some of your best customer experiences? Why are you loyal to specific stores and websites?