My friend had an aging dog with kidney issues. Two weeks ago, her dog's health took a quick nosedive, and the dog died by the end of the week. She posted pictures of the condolence card from her vet.
What impressed me even more was the response of the online pet supply site, Chewy.com. She had just bought some specialty food on a recurring order basis. Not only did they cancel the recurring charges, but they also refunded her most recent purchase. She didn't have to send the food back, even though it was unopened. No, they refunded her money.
And then they went even further. The sent her flowers and a candle, along with a card. Wow.
Some people might be cynical. Some might take a marketing perspective and say that the company just observed good customer service--and yet, many companies wouldn't take the extra steps of sending flowers and a candle. Many companies wouldn't even send a card.
I would say that the company was actually practicing a sort of ministry. We tend to think that ministry only happens in churches. But if we're alert, we can see that ministry actually happens in all kinds of settings--and it makes for great customer service, if done right.
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