"Finding good customer service isn't always as much of a focused search as a stumbled-upon discovery. And sometimes it is one of the bigger dogs in the fight for customer business and loyalty that offers it. That was the case in this tale of retail, as a family found themselves in need of a new washer and dryer.
Three kids and two dogs added to the mountain of clothes that piled up quickly when a Lexington family's washer died. And the dryer sang such a woeful tune as it attempted to do its job that it became apparent that both were due for replacement. A kind serviceman informed them that because it was the ball bearings that were the failure in the washer, replacing the machine was a much more efficient use of their funds. And so the search began.
Quick glances through the newspaper offered little in the way of help, and it became apparent that shopping the appliance stores was the only way to go. Time was of the essence - two of those three children were boys on a baseball team, and their young lady was a soccer star. The dogs were fond of jumping in the neighbor's stream. Their small laundry room was quickly becoming difficult to navigate. After-school practices offered the windows of time needed to begin the search, which began the same day the serviceman made his diagnosis. Location was the first determining factor - what stores were close to where the kids were? Lists were made, notes of features, sizes and prices were recorded at each stop, and a sense of urgency mounted as the thought of another few hours spent at the laundromat loomed ahead of the couple. A decision was made on day two. They had marched the aisles of four stores, been offered deals by four smiling salespeople and had done their pre-purchase homework. A front-loading washer was chosen because of its water-efficiency feature - a promise of future savings - and the accompanying dryer made it a package deal. The salesman wasn't the least bit surprised at the request for immediate delivery; he may even have chuckled as the couple checked their watches gauging the travel time to pick up their kids. Arrangements were made for pickup of the old machines and the next-day delivery of their new ones. The deal was done.
The washer and dryer were due to be delivered the next afternoon, with a span of time provided and a phone call promised right before delivery. Soon after the call, a truck backed into the driveway and when its door swung open, two large boxes sat propped at the door's edge. Cleanliness and a sense of efficiency were ready to be unloaded! Dollies were pushed up the few stairs into the laundry room, and the old washer and dryer were disconnected and wheeled away. Minutes passed as the new purchases were lowered to the ground, when one of the delivery men called into the kitchen: Could they come and check the washer? There was something he thought they might want to take a look at.
The mom's heart sank. Was it purple? She didn't care as long as it worked. But did it work? She stepped outside and saw a beautiful white washer propped next to a beautiful white dryer. All seemed OK, but the deliveryman was bent over the side of the washer. He called her over and pointed out a small scratch on the side of the machine. Did she want to take delivery? They would replace it as soon as possible - make it a priority. She had to look twice to see the tiny mark and even laughed a bit to herself - nothing in a house of three kids and two dogs escaped unscathed. If the machine was in perfect working order, she was fine with it, and their offer to record the tiny imperfection on the delivery order was sufficient. They scooted the washer and dryer into the recently vacated spots, hooked them up and ran them through a quick check to make sure all was functioning properly. As the garage door closed behind them, the whites and darks quickly flew into the designated piles and the washing began. She was delighted with the quiet performance of each machine, and the stacks of clean clothes piled up quickly by dinner time.
A few days later, an envelope arrived with a return address from Sears. The couple assumed it was a receipt of some kind from their recent purchase. Inside was a Sears gift card for $100 - in apology for the small imperfection in the delivered product. The mom's mind jumped quickly to a new refrigerator, the dad's to a new TV, and eventually both were purchased - from Sears, of course. Sears' token of gratitude won them the loyalty of customers who will, most likely, never have to wander the aisles of numerous stores again when the need arises for products for their homes. They know where their business is appreciated.
Customer service is broadly defined, and I'd like to hear your definition. Please call or e-mail me with your tail of retail - and perhaps we can all benefit!
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