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.

 

About Carl Weber

Carl Weber, is the owner and founder of Carl Weber Consulting, a consulting group that helps businesses, non-profits, and individuals understand themselves, hire and manage well, and become great leaders. Carl worked in local government for more than ten years, as the Town Administrator of a few towns in NH. Once upon a time he was a search and rescue swimmer for the US Navy. Carl holds Bachelors’ Degrees in Political Science & Community Development and a Master’s Degree in Public Policy. Carl is a Certified Professional Behavioral Analyst (CPBA) and Certified Professional Motivators Analyst (CPMA). Carl regularly teaches on human factors and the relationship of behavior and leadership styles, as well as motivation, coaching, leadership challenges, and failing as a leader. His passion is to help leaders in their lifelong journey to finish well, to combat and work with their inner voice, and to live a meaningful story worth reading. Carl lives in Southern New Hampshire with his wife Amanda and together they are raising a small tribe of four young (somewhat crazy) women with the goal of unleashing them on the world to change it for the better.
This entry was posted in Change the World, Customer Service, Making a Difference and tagged , , , , , , , . Bookmark the permalink.

2 Responses to The Customer Service Check Box

  1. Iain says:

    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.

    • Carl Weber says:

      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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