It’s been a good week, service-wise. I’ve had 2 fantastic customer service experiences that give me hope for what is possible.
The first one was an example of a retailer… I had some really fantastic, helpful, above & beyond service from OfficeWorks in South Yarra. Then, when I posted some praise on the OfficeWorks Facebook Fan Page, someone from OfficeWorks actually responded and thanked me for my feedback. So, not only did I have a great customer experience, I then felt valued for giving feedback. Guess where I’m going next time I need copier paper… or a stapler… or pretty much anything they sell 
The second was an online experience. As many people know, my Mac hard drive died a horrible death last week. So, I wanted to bring the music from my iPhone’s iPod back. I found what looked like a really nice utility called Senuti… great web site, good benefits-based copy. But that’s not what I loved… what I loved was their purchase process.
If you have ever purchased anything on-line then you can hopefully relate… complicated process, error codes that would make Microsoft cringe and no support. Well, this was the exact opposite. The form was mostly pre-filled and easy to fill out.
What I really loved, though, was that the error I made (put the month in text not numbers) was pointed out… wait for it… next to the field that was a problem and in a way that made it really, really obvious what I was supposed to do. It took less than a nano-second to fix!
Then, as well as emailing the license code, it came up on the screen so I could just go ahead and register.
I almost want to buy it again, just so I can go through the check out process again… maybe I’ll buy another one of FadingRed’s products… check it out!
Ok everyone else. We can see it’s possible to do simple things that delight customers. Now get on and do them!
{ 3 comments… read them below or add one }
Jem what experience did you have with officeworks? I’ve found their business site GREAT. Hate the stores though. With the business site we wanted to return a few products so I called them. They issued a refund on the phone (I saw it went back to my card the next day) and a few days after that THEY CAME to my door to pick it up.
Actually the OfficeWorks experience was at their South Yarra store… the staff were extra helpful and friendly even though it was late
Jeremy, I’m glad to hear you found the purchasing process easy. We’ve all had a lot of frustrating purchasing experiences, so we tried to keep things simple when we designed the store. It’s good to know that it paid off!