I’ve been a member of DollarShaveClub.com since its inception. I fell in love with their initial viral video in addition to really liking the concept. Their initial response from potential customers was such that they couldn’t fill their orders. I received an email asking me if I wanted to opt out of the program or stick around until they got up to speed.
I stuck around.
I’ve always hated paying for razor blades and loved the fact that I could have them sent directly to my home each month without having to worry about it. Plus, the cost savings was pretty impressive.
Fast forward about a year.
Recently on a business trip the handle broke on my razor. Uh oh. No handle; no razor. Since I was on the road, I was forced to go out and buy one to get me through until I could get a replacement. I took a picture of the broken razor and tweeted it to Dollar Shave Club with a note: HELP!
Now, most companies would’ve taken the opportunity to just replace the razor and go on about their business. But, if you know anything at all about this company—they do things a bit differently.
First, I received an email letting me know they’d gotten my information and that they would be sending me not one, but TWO handles so I’d have a spare to keep me from ever getting stuck again. Additionally, I received a note they were crediting my account since I had to go buy a razor.
Talk about WOW!
Now, that’s customer service! To say I was impressed is an understatement. I’ve told probably 25 people about this—and now I’m sharing the story with all of you. A small, simple act can have huge implications—positive and negative for you and your company.
Are you WOWing your customers? Are you making lemonade out of lemons?
Take a page from the folks at DollarShaveClub.com: even when your product fails—you can not only salvage the relationship with a customer, but strengthen it!