A Perfect Example of Great Customer Service

Good Customer Service Done Right

I firmly believe that great customer service is the key to success for online businesses. And the great thing about it is that when you’re a startup, it’s easy to give your customers the time and attention it takes to deliver it.

This week I experienced great customer service. And the company who provided it was Sxoop Technologies. These are the guys behind Twitter Mosaic, the Twitter app that lets you order custom clothing and accessories with a mosaic of your Twitter friends printed onto it.

As some of you may already know, last week I received my order from Twitter Mosaic only to find that they sent me the wrong product. A simple mistake to make but after waiting almost 3 weeks for it to be delivered I was massively disappointed to find I’d received someone else’s order and not the Twitter mug I’d expected.

To show my dissatisfaction, I uploaded a photograph of the wrong mug and tweeted about it. Most people thought it was hilarious, and to be honest I can’t blame them! It was pretty funny. But at the same time I was very disappointed too.

Just a few minutes after I posted up the photograph, Sxoop man, Walter Higgins, got in touch with me and apologised for the mistake, despite the fact that it actually wasn’t his fault, but the fulfilment company he uses behind the scenes. Nevertheless, he stressed how sorry he was and reassured me that he would take care of the situation.

Another few minutes later I received a voucher from him worth £25 (which was more then the cost of the mug) and was reassured that my original order had been found and would be sent out to me immediately via express delivery.

Just 3 working days later, I received my actual order. Hurray! The mug looks great, so now I’m very very happy.

Walter and his team have succeeded in turning around a bad customer experience into a great customer experience. And have made a once unhappy customer into one of their biggest fans, all through timely customer service that exceeded expectations.

If you run an online business, then this post is for you. Great customer service is the difference between mediocrity and success. And if you’re a small company, it’ll be a lot easier for you to provide it then it is for large businesses. That should be your differentiator, that should be why people should choose you over the others.

It’s a piece of low hanging fruit, so take it. Great customer service is always appreciated. So to Sxoop and Twitter Mosaic, a big thank you for turning this around. You guys rock.

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