According to a study, a customer is four times more likely to buy from a competitor if they had a negative customer service experience rather than those businesses with a higher price or had an issue with their product.
Truly understanding your customers’ wants and needs, and providing them with empathy and superior support is vital for today’s businesses. Let’s take a look at these excellent customer service examples that left consumers overjoyed and put a positive spin on a brand.
Chewy’s Care and Compassion Hits Home With Customers
When it comes to empathy, kindness, and support the online pet supply provider Chewy is making compassionate connections with consumers. They have policies and practices in place that leave many of their customers in complete disbelief when they’re experiencing difficult times.
Let’s start with the story of Sheree Flanagan of Dallas, Texas. After losing Zoe, her beloved dog for over a decade, her cat Thor of fifteen years also passed away just days later.
“Losing Zoe was terrible,” Sheree explained, “But when Thor died that was crushing.”
In a tearful state after losing her furry best friends, Flanagan reached out to Chewy to cancel her pet’s automatically shipped pet food subscription. Sheree opened a live chat with Ashley, a customer service representative. All that Flanagan had hoped to accomplish was to return the unused and opened portion of her pet food. Instead, Sheree found a compassionate person who seemed to be truly touched by her tales of the loss of her beloved pets.
“Ashley was amazing,” shared Sheree. “She told me she had a cat put down, and she really understood. I kept saying that I didn’t mean to bother her, and she kept saying ‘No, this is important. Tell me more.'” In part, Ashley’s closing comments included this touching statement.
“I’m so incredibly sorry to hear that you’ve lost your beloved fur baby. I’ve processed a refund of $70.80 to the Visa ending in XXXX and that’ll reflect your bank account in 3-5 business days. Please feel free to donate the item(s) to a local shelter/rescue, or to anyone who could use it as our returns are on a case by case basis. If you have any further questions, don’t hesitate to give us a bark. We’re here around the clock to lend a helping paw.”
Another Uplifting Event by Chewy
A few days later, something even more unexpected occurred. When Sheree returned home from work, there was a beautiful bouquet of fresh-cut flowers waiting for her. Along with this thoughtful gesture, there was also a personalized note from Ashley expressing Chewy’s heartfelt condolences for her loss:
“With deepest sympathy for the loss of your little ones. We’ll always be here through the sad times and to remember the good memories your fur babies left on your heart. Love Ashley and the Chewy family.”
To say the Flanagan family was touched by Chewy’s response during their time of immeasurable grief is a bit of an understatement. In a response written by Sheree’s husband, he recounted his wife had been taking their family’s loss especially hard. After receiving the flowers, they both agreed there was no need to shop around for pet products and would give Chewy all of their business in the future.
It’s one thing to treat consumers with common courtesy and respect, but it’s a whole different story when brands like Chewy truly treat customers like family.
Right on Target With Stellar Service and Advice
Big box store Target has just about everything today’s consumers are seeking these days. However, that wasn’t the case for a young man looking to purchase a clip-on tie to wear on a job interview. Another shopper, named Audrey, noticed the boy being assisted by an older employee and posted her thoughts about their exchange on social media:
“In Target at Triangle Town Center. A kid came in looking for a clip-on tie for a job interview this afternoon. The store only had regular ties, so this awesome Target team member took the time to help the nervous teen put on his new tie, tuck in his shirt, and then showed him how to give a proper handshake and tackle a few tough interview questions! As the kid exited the store, a bunch of supportive Target team members cheered him on! THIS is true customer service — Right on the mark, Target!!”
Audrey’s post went on to get multiple shares and thousands of likes making it a viral sensation. The story was soon picked up by the media, receiving even more attention and recognition.
LEGO Goes Above and Beyond for Luka
Like most boys his age, seven-year-old Luka loves his toys, especially the LEGO Ninjago Ultra Sonic Raider set he bought with his Christmas money. Not long after his purchase and against his father’s advice, the lad took some characters from the set on a trip to the store. One of the pieces, Jay ZX, was MIA after the outing as the kid believed it fell out of his pocket.
His dad noted that Luka had learned a valuable lesson about responsibility and listening to your parents, but he still helped him send a letter to the toymaker. The boy lamented his tale to LEGO’s customer service staff and promised if they were willing to replace Jay ZX he would take better care of the character in the future. Not only did he receive the replacement he requested, but the toy also came with this amazing note and an unexpected bonus:
“Luka, I told Sensei Wu that losing your Jay minifigure was purely an accident and that you would never ever let it happen again. He told me to tell you ‘Luka, your father seems like a very wise man.’ You must always protect your Ninjago minifigures like the dragons protect the Weapons of Spinjitzu. Sensei Wu also told me it was okay if I sent you a new Jay and told me it was okay if I included something extra for you because anyone who saves their Christmas money to buy the Ultrasonic Raider must be a really big Ninjago fan.”
The note was signed by Richard who reminded the young man to always listen to his father. Richard also sent the lad an extra “bad guy” for Jay to fight as a bonus. Kudos to LEGO for not only reinforcing its brand message through the voices of its characters but also supporting the parent’s role in teaching this boy multiple life lessons.
First Responders Reward Waitress After Being Given a Free Meal
This story begins when two firefighters walked into a local restaurant at 6:00 a.m. after battling a twelve-hour fire that was highlighted by the media. At the end of their meal, the first responders were given a bill containing a heartfelt note from their server. Waitress Liz Woodward explained their breakfast was “on her” today, thanking them for their service, courage, and bravery. One of the firefighters was so touched by her gesture, he posted a copy of their guest check on Facebook saying:
“Such a selfless and kind act. I definitely urge my friends to make a trip out and support the business, and if Liz happens to be your waitress, tip big.”
What happened next was nothing short of spectacular. After the post, the firefighters learned Liz’s father was a quadriplegic. Liz had a crowdfunding campaign hoping to raise $17,000 for a wheelchair accessible van. The first responders encouraged others to contribute to the fundraiser. The campaign soon reached the $70,000 mark which far exceeded her expectations.
How important is it to deliver excellent customer service?
A business should be built around delivering excellent customer service. It’s easy to forget its importance when you are building your brand’s web presence and marketing your website. We’re doing business in an environment where consumers have more choices than ever before. How you treat them is a huge differentiating factor and it can turn indifferent shoppers into raving fans.
💭 Do you have any stories of a company that delivers excellent customer service? Please let us know in Quality Tribe – a community for people who are passionate about customer service quality.
🎧 Like podcasts? Check out our series Quality Conversations with Klaus. Each episode features a positive customer service story, as well as actionable takeaways listeners can use to improve their own service.