Superb Customer Service example from SAEKO
Being Short-sighted, a trip to the swimming pool was always a challenge as it was difficult to see where I was going. Then I discovered that you could get prescription swim goggles, so I bought a pair. All was well until a year later the nosepiece broke. Faced with the prospect of spending another £40 on a new pair I decided to see if I could find spare parts.
A quick Google search turned up the Manufacturer who happened to be a Taiwanese company trading under the brand SAEKO. Manufacturers don’t often deal direct with end customers, but I sent them an email to see if they could help me to find out where I could get spares from. Imagine my surprise when I got a reply in under one hour telling me they where sending me replacements by airmail.
Now the thing is I didn’t include my home address on the email. Instead they must have taken a look at my website (I always include a link in my email signature) and got my mailing address from there. As promised, seven days later a nice selection of replacement parts arrived in the post.
I think that is exceptional customer service! And it’s a great example of going the extra mile to keep a customer happy.
What changes would you need to make to ensure your company is as responsive as this?
- Can you ensure emails are answered in one hour?
- how about the same day?
- Do you measure your response times?
What is the benefit to Saeko for being this responsive?
Well I can think of a few:
- They demonstrate that they care about their end customers
- They gather feedback about their product
- They have created another product champion - me!
Tags: swimming, prescription, swim, goggles, SAEKO, customer service
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