An Example of GREAT Customer Service

My best friend Tara and I are real sticklers for good customer service. We met as teenagers working in a music retail business. We learned how important service was to the survival and enjoyment of the industry. Too bad many others haven't. Her and I often discuss good and BAD examples of customer service. Today, I am happy to report I have a GREAT customer service story to share- and one we should all mimic if we have a business.

I ordered a half a dozen items from diapers.com last week. Ironically, I tried to order some of the same items from amazon.com but ran into tons of shipping charges due to the vendors being third-party and not the actual company amazon.com. So, I moved my items over to diapers.com for the free shipping offer.

The ordering process, online, was easy. Interface was user friendly. Prices were competitive. All good. My order was confirmed within minutes and arrived within 36 hours. Great. Then, as I was unpacking some items a few days later I noticed that one small element was missing from one of my sealed boxes. It was actually an element I could care less about (not the essential items of the purchase but a 'bonus' item that was supposed to be included). Nonetheless, I made a mental note to call or email them in the coming days.

This morning, before 8 AM, it dawned on me to call them. At first thought, I figured they'd not be open yet - at least on the phone lines. But, what the heck, let's be a tad optimistic. Not only were they open, I got a live person within a very short time. Monique was her name. Pleasant and lovely. I explained that one of my items failed to include a small component. She swiftly apologized and developed a plan to get me a new box (complete new box with all of the contents). She said she first would call the warehouse to ensure my replacement box had each item it was supposed to and then she would email me back. She did better than that. She called me within the hour to confirm that my replacement was complete in its entirety and would be shipped today. I asked if I was to return the original box and original contents to her upon receiving the replacement. "No," she said. I was to keep it- with their apologies.

Tonight I see from my email that my order has shipped from diapers.com.

No hassle. No intrusive questions. No problems. Just good old customer service that makes me smile. Thank Monique. Thanks diapers.com. You have a fan in me.

Now, are you that good to your customers? Be honest when you answer that question. Heck, I'm even willing to be your mystery shopper if you want to put your staff to the test.

Happy servicing to you all.

If you had trouble making a donation... use my ID

Please see the below blog entry. A dear friend, and fellow animal lover, alerted me that he visited the donation site and had trouble on his return. If you experience the same and it asks for my volunteer ID, please enter #17801499.

Again, thank you for your love and care. Thank you for helping me to end animal cruelty.

The Gift of Giving.. Will you help one of my favorite causes?

This pic is one of my owners, Louie B. He decided that the laundry basket made a good cushion for his nap. He keeps us on our toes to say the least.

Dear Friends,
I've been asked to help the Humane Society raise some funds. If you are an animal lover or know one (perhaps you are teaching your young child the gift of giving) please contribute a few dollars via this website. They've challenged me to raise $50. I'd like to raise $500. My thanks to you in advance.

https://www.stopthecruelty.org/(S(0pwzih455v21xi45dnflwq45))/campaign.aspx

Groundhog Holes VS. Mountains

I was talking to a client the other day who was feeling overwhelmed. Job stress was killing him and his relationships. He was snapping at home and feeling helpless at work. And, let me tell you this is very unlike him, he's a real go-getter and successful person most of the time. But we all have these moments don't we?

As I was listening to the situations he was describing and he and I were exploring each and coming up with positive action steps to remedy them, the following illustration came to me.

I encouraged him to look at each situation as isolated, for now, and let's thoroughly discuss it. I suggested this because he was feeling overwhelmed by it all but when you parsed apart "it all" it was smaller bite-size issues, elements and situations that could be managed.

It's like identifying the groundhog holes and then filling them in. You have to find them, and hopefully not step in one or its like a trap that can be very dangerous, and then start to fill them in. It may take time to do so but you can do it. Conversely, if you allow your troubles to pile on top of one another you create a mountain that seems impossible to climb. You have allowed the smaller bite-size elements, people, things to collect and build. Look at it differently. Give yourself a chance to dissect the situation and attack it one by one. Resolve it one by one. You'll certainly see patterns and themes that you must take responsibility for but you will be able to combat each one and likely learn how to spot it when it comes around again.

Groundhog holes may be deep but you only fall so far into one. The keys are seeing them first. Then, finding filler. Filler can be gaining control of your own reaction, asking for support, learning to communicate more effectively with the other party, allowing yourself to be honest and even vulnerable to learning something new, acknowledging your responsibility in creating the hole.... it can be anything but you will have an opportunity to identify the filler and then begin filling it in with your possible resolutions to the problem. You may find your filler for one works for the next. Or, you may need a new one for the next but you'll still be able to manage it if you take it one hole at a time.

Mountains are hard to climb. They are even harder to crest. Not impossible mind you but hard. Why let them build and grow thus creating a hard time for yourself (and those around you)?

Leave the mountain climbing to those who love it. You work on your groundhog holes.

You Can't Mask an Ass (Yes, you read that right!)

Although I don't mean to offend I needed to get your attention. (This is an actual device I found in an antique store in Reno NV. I couldn't resist taking a quick photo!)

As most of you know I write about things that happen to me, things I've contemplated or things clients have asked me about. This time it was a personal interaction on the street that lead me to rant.


Short version... a man nearly plowed into me on the street because he wasn't paying attention (and didn't see a woman 8 months pregnant in front of him, go figure... I'm not that fast these days). As he narrowly missed me I smelled his sweet (and strong) cologne. I also noticed how nicely he was dressed. He clearly cares about the impression he makes on others. So, how about an "Excuse me." Or better yet, eyes ahead of you ready to smile at a stranger rather than down on your blackberry or looking for a penny in the sidewalk cracks!

Don't spend your time and money worrying about your impression if you can't cover the basics. Be nice. Be memorable- for the right reasons. Smile. Say "thank you," "please," and "excuse me" when it's right. Tell someone how nice they look rather than wait for their comment about you. Be the person your mother hoped you'd turn into. The rest is just eye (and nose) candy.