One of the emergent values of blogging is that it can improve the experience we all have as consumers. Blogging about bad service has had the power to bring about huge dissent and negative PR. Blogging about good service has driven traffic to good suppliers and has encouraged them to keep up those high standards. The power of open comment like this is fast and sometimes influential.
So I'm inclined to do my bit from time to time on the side of the angels. We can all whine, and God knows we Brits are Olympic Champions at complaining! However, blogging about good customer service is a cause I'm taking up and I'll write about it as and when organisations I deal with give me the excuse. Here's my first two nominees, both from this week:
Some loyal readers of this blog may have noticed that it caused your browser to hang from time to time - my sincere apologies for this. I couldn't figure out why. So I raised a help ticket. The friendly response (and resolution) came within the same day identifying a dodgy widget. Once removed, all was sweetness and light. I'd recommend the TypePad platform to any aspiring blogger any day. It just gets better and better.
This company consistently undercuts amazon.co.uk and always provides free delivery, with delivery times to match Amazon's.
I've come to believe that excellent service is demonstrated sometimes when a customer makes a complaint. I had to make one this week when a paperback I'd purchased came through the post damaged by the Royal Mail. An email to the Book Depository gave me again a quick response thus:
I am very sorry that your order arrived in an unacceptable condition. We can either reorder the title, or refund you in full - whichever you prefer.
There is no need to return the damaged copy.
Brilliant. (I've opted for a replacement book. I just need the Royal Mail to perform this time.) I'll go on using the Book Depository because they have taken ownership of the supply chain risk for me.