Customer Service Can Make the Difference

Jon came to me with not only a problem, but also a great attitude. He wanted to know if I would exchange a higher priced PDA for a lower priced one outside of the exchange period, even offering to eat the difference in price. I told him I would need to check to see if we could send the defective PDA back, and if so, I could do it for him. Here’s his email to me after I was able to do it. Subject: Thank you for your great customer service! Brandon, It was my idea to "eat" the cost differential between the TX and the PalmOne - you didn't foist that idea on me - so the inclusion of the balance in the form of a "Gift Card" was a nice surprise! What many organizations (and the people working in them) don't understand is how impactful a gesture like that is. By initially responding to my issue was appreciated enough, but to be additionally responsive (in any capacity) requires so little from you (and the company) but will generate such great goodwill. Studies show that consumers will tell scores of people about a 'bad" experience they have with an organization and will relate a "good" experience to less, but still many others. Better yet, think of the value of a life-long customer and then weigh the cost of giving them a gift of an additional $50 to the value of a long-term, enthusiastic purchaser. Thanks for treating me like a valued customer - I'll be back! Jon Am I so great? No. Since we weren’t out any money, giving Jon back the difference between the two PDAs was the right thing to do. A little customer service can go a long way.