Experiences can drive our shopping and spending choices as consumers. Customer service is at the top of my list of important attributes for retailers to retain my business. Great customer service will keep me coming back for more, while a bad experience will have me boycotting a business for years.
I like to recognize great customer experiences here on CleverDude, and I had two of them over the weekend. I was getting small gift cards from various businesses as part of graduation presents, and had the following experiences.
I asked for a $5 gift card, and handed the cashier my debit card. He swiped the card, looked at the receipt, and sqished his face as he said, â€œOh no.â€ He had accidentally charged my card for $55. He tried several times to refund my card, but for some reason the system was not letting him. He apologized countless times, and finally asked if he could just give me $50 cash back. I agreed, and told him it was really no problem. He then handed me an extra $5 gift card for my trouble and again apologized.
Mistakes happen, it’s how a business recovers from it that matters. In my situation, it wasn’t a big deal at all to get cash back because I needed to go to the ATM anyway. The guy’s mistake actually saved me a trip. But giving me an extra gift card to help smooth over the situation showed that he really valued me as a customer and was sincere in his apology.
I pulled into the ice cream vendor’s parking lot at 10:30 and walked towards the door. As I approached the door, I saw that they didn’t open until 11am so I turned around and headed back towards my van. A man came out of the store, and yelled across the parking lot, â€œI can certainly help you if you would come through the drive through!â€ I thanked him, and did exactly that. I got my gift card, and thanked him again for helping me out.
Kudos to Flapdoodles (I dare you to say that fast 10 times) for serving me even though I showed up a full 30 minutes before they even opened.
My experiences at these two locations made me feel valued as a customer. As I walk out the door, that’s an important feeling to have.
Image courtesy of Stuart Miles at FreeDigitalPhotos.net
What good or bad customer service experiences have you had recently?