OK, my last entry was about the deplorable customer service culture where “I’m sorry” has become the native tongue. I thought in this posting I would share a company that gets it right.
I’m a watch guy. I like watches. Sometimes I will be on my iPad and Laura will look over my shoulder and see me surfing watch websites and laugh; “looking at watch porn again.” I own a lot of watches. I like the look of watches and you will never see me without one on.
Some years back I was looking for an indestructible watch. A watch that could handle everything I could throw at it, so that I really never had to take it off. It would be water resistant to a good depth. It would have strong illumination so I could see it at night without having to push a button. It would be shock proof and tough. It would be comfortable. With my criteria set, I began my due diligence. After looking around I stumbled upon a small California watch company that was started in 2003 – REACTOR watches. Founded by Jimmy Olmes, the creator of the Shark watch for Freestyle that virtually created the surf watch category and captured 75% of that niche market.
Despite owning a display case full of watches, my Reactor Gryphon has seldom left my wrist. OK, now that I have set the stage, here’s why I’m telling this story. A couple of months ago, I noticed some moisture had gotten into my Gryphon. I couldn’t believe it. I was heartbroken. I had worn this watch through the toughest of times and it was well out of its warranty. Due to its indestructible nature, I assumed “operator error”. Maybe when I switched to daylight savings time, I didn’t lock down the triple clicked crown or something like that.
After the grief subsided, I decided to send them a note. I took a picture of the watch and sent an email to their general delivery box. Within two hours, yes TWO HOURS, my phone rang. It was not just the customer service rep from Reactor (for which I would have been both thrilled and impressed) it was the head honcho himself! He introduced himself, DID NOT APOLOGIZE, but instead asked, “How can we help you?” I explained my situation and without hesitation he told me to send it to him personally and he will take care of everything. One week later my beloved Gryphon came back to Austin in pristine shape and has seldom left my wrist since. By the way, the invoice that accompanied the watch showed a zero balance due. They did it for FREE!
Now, they could have and probably should have told me, the warranty has long since expired and there isn’t really anything we can do. They could have said, we can fix it for a certain amount. Instead, all they cared about was; how can we help you?
I’m not done. I recently noticed the little thing that holds the band down after you have cinched it to the right hole (now I know it is called a band clasp) had a small tear in it. It’s made of silicone and wear and tear had started to show. I contacted their customer service department to buy a new one. They would hear none of that “buy” a new one. They put one in the mail the day of my call!
Though the product itself, the Gryphon watch, is spectacular, it has been their client experience that has made me a customer for life.
In the scope of all you do, NOTHING and I mean NOTHING is more impactful than your client experience. In our Dazzling Blue platform, we work with companies to create laser-like focus around everything that touches their customers. It takes a constant spotlight. How you treat people in regards to the products or services you provide can be so special that it will provide you that cherished element of differentiation in a commoditized world!