Monday, 23 April 2012

Customer service

This post is an addendum to a previous post that you'll find on the link below:
http://carolusgrammaticus.blogspot.ca/2011/12/customer-service-and-common-sense.html

I have long been interested in how some businesses can see the benefits of creating long-term good will in their customers, and others just don't get it.

MEC gets it. I recently spent a few days in Vancouver, and of course it rained. It rained so hard that the water came right through the MEC jacket I was wearing. Vancouver rain would penetrate anything.

(By the way, for those of you on the prairies who might lump Victoria and Vancouver together as soggy cities on the Wet Coast, note that Victoria has exactly half the annual rainfall of Vancouver.)

Anyway, I popped into MEC and pointed out to the man at the Customer Service counter that rain was coming through my rain jacket. "Ah," he said, "we don't make that jacket anymore. I think it's well past it's normal lifespan. This is not a warranty issue." Yes, I know, I was about to say. I quite understand. Thank you.

"Hang on," he said." Let's check it out." He looked at my purchase record. "You bought it in 2005." Fair enough, I was about to say. I've had good use out of it. Thank you.

"Wait," he said. "I see that you paid $110 for it. It cost us about half that. I can offer you a store credit of $40. Then we've still made a slight profit and you're happy."

So that's why I shop at MEC. I like to support local businesses and I do, but when it comes to buying anything that I might want to take back in the future, I shop at MEC.

No comments:

Post a comment