Customer service around the world is getting worse. How can it? But it is, isn’t it? How about those pain in the neck supermarket self-checkouts? How about that whenever you approach somebody at Best Buy or Home Depot they are never the right person. The right person is on break.
Is it too easy to attack the airlines? Way too easy, let’s just say that paying to get on the plane early, paying for a loan of a blanket, paying for WIFI is going in the wrong direction. Although I don’t think we have hit bottom yet. That will come with pay toilets and renting life jackets at premium prices depending on the severity of the emergency. Could it be? Never underestimate the creativity (cruelty?) of a hungry bean counter.
Oh, and let’s not get started on those @@##%$# automated systems which if I may say for about the thousandth time, scream “WE DON’T CARE ABOUT OUR CUSTOMERS!”
Which is why for the sake of my sanity and maybe yours as well I have been searching for and collecting great customer service stories. These stories give me hope. These stories reinforce my confidence in mankind. These stories make me feel that maybe in the end, just maybe the good guys are going to win and make America Customer Centric again.
Here are a few new ones for you to enjoy.
The Domino’s Helicopter Delivery
In a remote village in the UK, a man craving a Domino’s pizza placed an order despite knowing that the nearest store was miles away. To his surprise, the store manager arranged for a helicopter to deliver the pizza to him, making it a legendary customer service story.
Amazon’s Cat Costume
A woman ordered a cat costume for a costume party from Amazon. Unfortunately, it arrived damaged. When she contacted Amazon, not only did they send a replacement overnight, but a customer service representative dressed as a cat also showed up at her door to apologize in person, making the experience unforgettable.
Zappos’ Marathon Call
Known for their exceptional customer service, Zappos once received a call from a customer who was stranded and needed help finding a hotel. Despite being a shoe company, the representative stayed on the phone with her for over 10 hours, helping her find accommodations and making sure she was safe.
Trader Joe’s Snowstorm Delivery
During a snowstorm, an elderly man called Trader Joe’s asking if they delivered, as he couldn’t leave his house. While Trader Joe’s typically doesn’t offer delivery services, they made an exception due to the circumstances. The store delivered groceries to the man’s home free of charge within 30 minutes.
Morton’s Steakhouse Airport Delivery
A man jokingly tweeted Morton’s Steakhouse, asking them to meet him at the Newark Airport with a steak when he landed. To his amazement, when he arrived, a tuxedo-clad Morton’s representative was waiting for him with a steak dinner, demonstrating the power of social media and customer service.
Sainsbury’s Tiger Bread
A 3-year-old girl wrote to Sainsbury’s suggesting that their “Tiger Bread” should be renamed “Giraffe Bread” because it looked more like a giraffe’s spots. Sainsbury’s not only responded to her letter but also changed the name of the bread to “Giraffe Bread” and sent her a gift card as a thank-you for her suggestion.
Southwest Airlines’ Birthday Bash
A passenger mentioned in passing to a Southwest Airlines flight attendant that it was his birthday. To his surprise, the crew threw an impromptu birthday party at 30,000 feet, complete with singing and free drinks for everyone on board.
LEGO’s Lost Mini-Figure
A young boy lost his favorite LEGO mini-figure and wrote to the company. LEGO responded with a personalized letter and a replacement mini-figure, along with extra accessories and a heartfelt note encouraging the boy to continue his LEGO adventures.
Coca-Cola’s Surprise Wedding Proposal
Coca-Cola helped a man propose to his girlfriend by arranging for a personalized Coke bottle with the label “Will You Marry Me?” The company coordinated the delivery and even captured the special moment on video, making it a memorable and unique proposal.
JetBlue’s Grandmother’s Flight
When a woman urgently needed to visit her sick grandson but couldn’t afford the flight, JetBlue stepped in. They provided her with a free round-trip ticket, ensuring she could be with her family during a difficult time.
Disney’s Lost Doll Adventure
A little girl lost her beloved doll at Walt Disney World. When the doll was found, Disney staff didn’t just return it; they took photos of the doll on various adventures throughout the park, making it seem like the doll had a magical experience of its own.
Publix’s Special Cake
A young girl with autism wanted a specific dinosaur cake for her birthday, but the local Publix didn’t have it in their catalog. The bakery staff went out of their way to design and create the exact cake she wanted, making her birthday extra special.
Warby Parker’s Generosity
A customer lost his Warby Parker glasses on vacation and ordered a replacement pair. The company sent him two pairs: one to replace the lost glasses and a second as a spare, along with a handwritten note expressing their sympathy for his loss.
Fairmont Hotels’ Teddy Bear Reunion
A child left behind a teddy bear at a Fairmont Hotel. The hotel staff not only returned the teddy bear but also documented the bear’s adventures at the hotel with a photo album, showing the bear enjoying the amenities and having a great time.
Costco’s Broken TV Refund
A customer returned a broken TV to Costco after 13 years of use. Costco’s return policy is typically 90 days for electronics, but they honored the return and provided a full refund, demonstrating their commitment to customer satisfaction.
These stories showcase how extraordinary customer service can create lifelong loyalty and unforgettable experiences for customers.
What’s your story? Come on, you have to have one. If not then get out there tomorrow and make one come true. You will be the better for it. Your company will be the better for it. The world will be the better for it. It’s only common sense.
