I know, I probably speak for a LOT of people when I say this. But think about all the times you have had a total crap customer service experience that made you say, I'm never going back there again. Now think about when you have an exceptionally great customer service experience; don't you want to have that awesomeness ALL THE TIME??
Case in point: Last October, I bought the 8 year old a winter coat from Lands End. It was a little big on her last year, so I know we'd get multiple years out of it. It was also one of the coldest winters ever last year, so she wore it just about every day (never mind that it was also her ski jacket). Well something must have happened to the zipper at the end of last winter, because she put the coat on for the first time this year just the other night, and the zipper was 100% stuck. Like, it wasn't going anywhere. I know that Lands End has awesome customer service, and that their products are guaranteed, so naturally I called them with my zipper issue. Know what happened?
They're sending us a new coat.
Granted, I have to send the old one back (which is fine, because hello? zipper), and because I had gotten the old one WAY on sale, and the new coat wasn't WAY on sale, I do have to pay the difference (which is about $25). But come on. How many stores will take back a 1-year old USED coat, and give you a brand new one in exchange for it?
After such a positive experience, I tweeted about it, I'm blogging about it, and I'm generally just going to become a walking billboard for how awesome Lands End is for the next few days. And what did it cost them? Practically nothing.
Case in point: Last October, I bought the 8 year old a winter coat from Lands End. It was a little big on her last year, so I know we'd get multiple years out of it. It was also one of the coldest winters ever last year, so she wore it just about every day (never mind that it was also her ski jacket). Well something must have happened to the zipper at the end of last winter, because she put the coat on for the first time this year just the other night, and the zipper was 100% stuck. Like, it wasn't going anywhere. I know that Lands End has awesome customer service, and that their products are guaranteed, so naturally I called them with my zipper issue. Know what happened?
They're sending us a new coat.
Granted, I have to send the old one back (which is fine, because hello? zipper), and because I had gotten the old one WAY on sale, and the new coat wasn't WAY on sale, I do have to pay the difference (which is about $25). But come on. How many stores will take back a 1-year old USED coat, and give you a brand new one in exchange for it?
After such a positive experience, I tweeted about it, I'm blogging about it, and I'm generally just going to become a walking billboard for how awesome Lands End is for the next few days. And what did it cost them? Practically nothing.
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