I had to blog about this…
Last night I received a package via UPS from Restoration Hardware. I thought it was going to be a merchandise credit for some lamps that we had returned a few weeks back. As I opened the envelope, something very out of the ordinary popped out, along with a note.
Apparently, when we had packaged up the lamps to return them, somehow my oldest son’s Star Wars license that he got at a bar mitzvah back in 2011 fell in the box. The people at Restoration Hardware could have totally paid no attention to the little card and tossed it in the trash. Instead, they took the time to send it back to us!
Lately we have been noticing less than stellar customer service. We called six companies inquiring about coming out to quote us on changing out the material on our patio – 2 responded. There are some repairs that were left unfinished in our new home – for 3 weeks with no response from the project manager. I think you get the idea here (and I don’t want to make this a ranting post).
That little effort that Restoration Hardware did by mailing us back N’s Star Wars license blew me away. Now that is customer service and CUSTOMER RETENTION!
Which companies are your favorite in terms of customer service? I’d love to know!