Wednesday, August 5, 2009

Customer Service Reminder follow up

I wrote a couple weeks ago about how NOT to do customer service (special thanks to Howard & Blum for providing this fine example.)

Today I want to follow up with the rest of the story…

I was in between appointments one day and had a few minutes to kill, so I poked my head into W R Williams Fine Jewelry in Arcadia, on the northwest corner of Indian School Rd and 48th Street.  My goal was the same as before – switch the two watchbands on my same-sized, same-manufacturer watches.

By now I had been carrying the two watches around in my car for too long, and I just wanted it done..

I asked if this was something they could do for me, and Mishell responded with a smile on her face - “sure – give me 10 minutes.”  I told her I would run next door to get a sandwich, and that I appreciated her help.

I came back 20 minutes later, and Mishell handed me both watches.

Mishell:  I think they look better this way.  Also, it looked like the black one had some water damage, so I opened it up and gave it a good cleaning, then tightened the seal as good as I could.  Hopefully it’ll stay water-tight for you.

(she made no motions towards the register or a receipt or anything like that.)

Me: Thanks.  (reaching for my wallet)  How much do I owe you?

Mishell:  Nothing – my pleasure.

Now, both jewelers lost out on their $12 repair fee.  But one jeweler also lost out on all future business and received a bad write-up online.  The other jeweler gained a customer and a referral source.

What can customer service do for you?

Your happy to see people doing it right Realtor,

Chris Butterworth