When an amazing customer service was presented when expecting nothing but the least, one cannot simply walk away from it without acknowledging and sharing that experience with everyone.
As a career woman myself, owning and managing my own business offering makeup & hair services to the public, it is crucial and extremely important to provide the utmost customer care and services to whoever inquires about my services. My name and reputation are on each and every single one of those services, and one little tiny thing can jeopardize my name and my reputation.
Now, I understand, that having my own baby (my own company) as a sole-proprietorship is a lot easier to manage with giving the best service as I am on my own and I am responsible for my own actions. I don't have any employees to worry about. However, if I was an employee of a company where I am receiving a salary with benefits, I would think that it would be my commitment and responsibility for me to provide the best services in return. That is what they are paying me to do, that is how it should be and there is no excuse!
I never liked the phrase, "Customers are always right". I'd like to think so...however, depending on some circumstances, there are some that are not. Instead, I'd like to say, " Customers are always important". You are running a business for them, therefore, you have a business thanks to them. Without them, there is no business. Without them, there is no revenue.
So when I am faced with an extraordinary customer service, especially when I am least expecting it, I am astounded. I become a student, taking notes, jotting down some important lesson so I can apply it as one of my own business etiquette.
Here's what happened...
Some morning starts with me having a very nice cup of Nespresso coffee.
It's simple. I put the capsule inside the machine. Press the button. Out comes deliciousness in a cup.
One morning, I placed one in like usual. And immediately after I pressed the button, I hear a sound of something bursting, like a little explosion. No deliciousness came out. Boo.
I opened the lid and found that the capsule had, indeed, exploded inside the machine.
Without thinking even for a second, I threw it out and placed another capsule of a different blend.
All is back to normal.
The following day, same thing happened.
This time, frowning, I placed it aside and placed another capsule from the same blend.
Bursted again!
I then tried it with another capsule from a different blend, and all was fine.
Hum...
I decided to bring these bursted capsules to the Nespresso Boutique on Crescent St. down town.
As I presented myself to the Nespresso Boutique, the place was crowded with customers. Looking at the long line at the cash, I hesitated and thought maybe I'd come back another day.
Then a "greeter" at the entrance asked me if everything was alright.
I told him the situation and he guided me to a representative.
I explained the whole story to this gentleman and asked to see if it was possible to replace my two defected capsules for another two new ones of the same blend. Yes, I had three bursted ones, but I only had two to show him so I couldn't bring myself to ask for three replacements. If I was able to replace the two I had, I was happy.
The gentleman kindly suggested that I clean the machine on a monthly basis, suggesting me to use a little vinegar to let it run through the machine to clean the pipes. He also suggested there were products (solution) to purchase from the store. Thinking to myself, uh oh, he's trying to sell me something...I'm not gonna get them replaced, am I.
I do clean the machine, actually, on a daily basis so I could\t see why the cleanliness was an issue to the bursting capsules.
He, then, apologized on behalf of Nespresso for my experience. He then typed some information into the computer. He walked away, took out a whole box of capsules and handed it to me.
Yes, the whole box...The box contains 10 capsules!
Stunned, I grabbed the box and said, "Really?"
He asked me if I wanted a bag to put the box in.
I said, "No, thank you", and that was....that!
I left the place feeling so great and so special. The place was clearly crowded with full of customers ready to purchase their products, and here I was asking for replacements. I wasn't demanding or aggressive at all, just simply there to ask if it was a possibility. I was actually expecting to hear, "No sorry, Ma'am" or perhaps just a replacement for the two capsuled I brought in.
But a whole box!?!?
Youpiiiii!!!
Feeling grateful
So that is why, when a great service was presented, I couldn't just simply walk away without any of it being heard. I must share!
As a customer, I appreciate the attention to detail and care. It brings joy, happiness and satisfaction that will make me want to go back for more and, not just that, the experience will be shared among my peers. Owning a business, there's nothing better than having your customer's recommendation bring up your reputation to another level. Word of Mouth is the best form of advertising!
And here I am, sipping on my Nespresso coffee.
A dash of warm 10% cream, allongé...
& no sugar.
Just the way I love it! ♥
Thank you, Nespresso :)
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