In a previous blog I had discussed customer service, stating, “It is five times less expensive to retain a customer than acquire a new one. Businesses that focus on what these shoppers want are the ones that make it.” So, I feel compelled to share a quick experience I had the other day.

We have been using our Nespresso Coffee machine since 2011. A few weeks ago, it started to leak water everywhere when brewing our morning cup. To make this rather long story shorter, I finally called the company to troubleshoot the issue. We believe in fixing rather than throwing away and buying new, whenever possible.

The first customer service rep walked me through, via video chat, several different options and we thought the issue was resolved. Before hanging up she mentioned she had documented what we had done in case I had any additional issues. Sadly, five minutes later the water was there again. I called back and got a different rep on the line. We tried several different approaches to no avail. Our favorite morning coffee source was still leaking.

At that point she said, "I’m sorry we haven’t been able to fix this issue for you. You have been a loyal customer for many years so we will send you a new machine free of charge." Wait a minute — Whaaattttt????? So, it’s been 12 years since we bought the machine and now they were sending me a brand-new machine? Wow. I graciously accepted her offer.

After hanging up the phone and loudly saying, "h$&y s$*#," I shared the story with my wife. Here is her response, after her own expletives. “What great customer service! A very smart move! They just stopped any chance that you will be shopping around and possibly changing companies. They now have a happy customer who will continue to purchase their coffee and will tell all your friends about the great service you received.” And look at me — sharing this story with you all as well!

The pandemic has ripped through what used to be normal business procedures. Every business has faced the struggles by being short-staffed, trying to stay afloat and managing supply chain woes. I think many of you would agree that customer service has taken a back seat. I must say, it was truly refreshing to have a positive experience for a change.

In the end, a great product, availability and amazing customer service is everything. Are your companies’ customer service policies still aligned to provide a positive experience, or are they there just to mitigate negative feedback? It might be worth a quick review, especially in today’s business environment. Being successful takes more than just having a good product.

My query this week is: Do you feel customer service in general has fallen off? What lengths does your company go to, to keep a customer happy and engaged?

Cheers, and live well.

The highs and lows of customer service

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