The other day I was non-surgical ordering face masks online. The webshop had unique designs for a fair price. It (the website) sent me an order confirmation and within a couple of hours it sent me a confirmation of the shipment.
Unfortunately, no package in four days… So I emailed them that I was still waiting for the package, asking for tracking. But, since the whole country is ordering masks, I imagined it’s very busy at customer service.
Not for this shop. Not only I had a personal reply within the hour (!), moreover they ensured me that if the package didn’t arrive tomorrow I had only email again and they would send me another shipment. Just wow, I was very happy with the situation now.
There’s every once in a while that services exceed my expectations. And when they do, it always reminds me that we shouldn’t take the status quo in our companies for granted.
Every customer touchpoint is a potential story. Every day we must strive to create better stories, for our customers to tell.
We should take nothing for granted.