Customer Service Branding
A new lesson regarding the importance of quality customer service was learned this past weekend.
On the inside, I was close to tears when I saw the gifts being opened at the wedding shower. One by one, I recognized the need to ship the very heavy items back east. I mentally calculated that the shipping would cost more than the gifts, and I was the one responsible for getting them there safely. This was on a Saturday afternoon and we were leaving by plane early the next morning. What were we to do?
Luckily a friend of the bride advised I take all the gifts back to the two respective stores where the bride-to-be was registered. It was further suggested I explain the dilemma and that should they accept the returns without receipts, we would promise the same items would be purchased again on the east coast. It was a lot to ask of the stores.
To my complete amazement, each store went a few steps further than I would ever dare to ask. They both offered to not only take the gifts back, but to ship them for free. On top of that they were giving patrons in-store coupons and voluntarily gave us the same. So not only did we save a lot in shipping costs, the bride will receive her gifts without having to do anything, and she will also receive extra spending cash!
If you haven't guessed, the two stores involved were Macy's and Bed, Bath and Beyond. They went so far out of their way for us, I have chosen to help spread the word of their incredible customer service. This is the power of building business well so that others feel compelled to tell everyone they know about the outstanding experience. It all leads to a continued Smooth Sale!
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