The Customer Service Check Box

Customer Service Check Box

The process seemed like every other company. Place the order. Wait for the package to arrive. Check to make sure that everything is in the package upon arrival.

But this company is different.

At the top of the packing sheet is this small little check box.

“Problem with your order? Let us know! You can blame:”

What a simple way to send a message to your customers.

“We may not get everything right, but let us know if we don’t. And by the way, we are also letting you know that there are actual people behind this order. People who are responsible for getting it right.”

But this check box is not just for the customer, it is for those 6 people who work there. They take pride in their work, enough to say “I am putting my name on this and call me out if it is wrong.”

What simple check box, process, or idea could send the same message to your customers?

By the way, when the order arrived it was not exactly what I ordered. You see this company always adds a little extra bonus gift with your order. So I got what I ordered and a nice surprise as well.

Think about the message that sends.

 

2 Comments on “The Customer Service Check Box

  1. Just today I went through the process of cancelling a subscription to a periodical that I haven’t found time to read. No surprise here–they didn’t make it easy. Could I cancel my subscription by logging in to my account? No! The only way to cancel is by calling. When I called, I had to make it past three reduced-rate offers before finally getting my subscription cancelled.
    While I understand why periodicals want to hold on to paying subscribers, they don’t engender goodwill by counter-offfering my attempts to cancel my subscription. Wrong offers. Just give me the simple, straightforward offer of cancelling my subscription without the hassle.

    • For some reason companies think pressure and discounts solve everything. The relationship should feel more free, but in some ways this model seems to be more common. And the threat of cancellation has become a bargaining chip to reduce your bills. Thanks for sharing your experience.

      Carl

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