Customer service is a definition of a businesses character and core values. The first impression given can make or break a potential lifetime customer. Recently, I encountered superb customer service and wanted to share my story with you.
Earlier this year – I was reviewing a list of newly designed Solid Cactus sites and found DellAndKimsTeeParty.com – a site that can put rhinestones on ANYTHING! After searching the site – I found some adorable tote bags that would be perfect for my beach trip later this year; I was not quite ready to purchase, so I bookmarked the page with intentions of ordering at a later date. About three weeks later – I returned to the book mark to make my purchase, but was disappointed to see the item was removed from the site. This was make or break time – I decided I wouldn’t find something this unique anywhere else, so it was worth the e-mail to see if the tote bags would be re-listed on the site.
Within 3 hours of e-mailing the company, Dell – one of the owners, responded. She advised the totes were still available- however they were low on inventory and didn’t want to run the risk of someone ordering and not being able to fulfill. This was a great first impression – it made me feel like this website owner truly cares about her customers and wants to make sure it’s a pleasant purchasing experience. After I explained to Dell what I was looking for, she went as far as creating a special listing for me to purchase the tote bags, which already contained all my personalization choices! It was the easiest shopping experience of my life – I literally had to list my bill to/ship to addresses and credit card number, that was it! As if the special listing wasn’t enough – Dell included a great shout-out to my friends and I under the item description “for a Solid Cactus beach babe and her friends. Have fun at the beach!”.
Within 5 days of placing my order online – I had the tote bags in hand. They were more beautiful than I could have ever expected. To make the purchase even better – Dell included a hand written note of appreciation to me, which truly made me feel like a special customer. Being that I work in the industry, I understand the need for “processing times” and longer lead times for personalized items… to have the product finished and in hand within 5 days was incredible! I have become a lifetime customer because of the quality, service and the overall friendliness I encountered. DellAndKimsTeeParty.com is a true example of excellent customer service. I would recommend this site to anyone – it truly was a delightful shopping experience.
What a great story, with a happy ending for both. Now, just imagine if you were NOT able to connect with the Del, store owner in a timely manner. You wouldn’t have your adorable totes, and the Del wouldn’t have such a raving fan!
There is no substitute for excellent customer care.