If You Don't Like Something Then Say Something

You are always taught that customer service is key to success in business. Being a Marketing Major I was taught early on that word of mouth is the most effective tool for Marketing.  Many times people jump at the chance to give a bad review sometimes giving a good one is just as effective with a helpful tip.

I hate getting Kohl's cash because that means I will just go back and spend more money. So I used Kohl's cash for a purchase online. I didn't like how something fit so I want to the store to return it. I was informed I wasn't going to get credit back from using the Kohl's cash. I was pretty mad. So I picked out two new pairs of pants and end up spending even more. I just couldn't shake it so I emailed customer service. They responded and said they would apply the Kohl's cash to my next order. SMART. See now they made me happy and gave me a reason to shop some more.

I received a coupon from Sports Authority as a thank you for placing a recent order. It was perfect timing because I needed to order another item. I tried three times to put the coupon code in and had no luck. I called customer service and they said the brand I was purchasing is excluded from any coupons. So I said fine and processed my order. Moments later I received a survey asking to fill out my experience. I gave it all high marks and in the comments section I added how I was disappointed they couldn't apply coupon codes towards that brand. Guess What? They emailed me back and said this one time they would apply my coupon towards that purchase. SMART: Now they have a happy customer and what did it cost them?

See saying something is good! It's also all about the approach. You know that phrase "you catch more bees with honey" well that applies to life and business. I wasn't rude, I just expressed how I was disappointed and in turn they did two things; they made the customer happy AND they caused the customer to shop more.

What GOOD customer service experience have you received?