A recent "quick" online shopping experience turned into a very extended one which is never fun. However, it also reminded me of something very important. That something is that prompt, caring and solution-driven customer service still makes all the difference to the customer's experience as well as to a company's quality of success. Excellent customer service is needed and appreciated more than ever in the midst of all the upsidedownness of today's world.
My experience with a defective product, lost then found packages and great customer service began this past summer. Technically, it's not over yet, but here's the story.
While browsing around on line, I stumbled upon a small company online that offers stretch bands in a wide array of colors and designs for Apple watches. I was intrigued by their inspiring startup story as college kids and happy to see that they recently started partnering with a group that plants trees for every sale made (according to their website, it's 50,000 already!). I had never had a stretch band for my Apple Watch and besides seeming reasonably priced, they sounded pretty comfortable so my order was placed.
- So here's the short version of my "journey" with Braxley Bands: Bought a band, defective, let company know, told to keep it and replacement would be sent, replacement got lost in mail, they sent me another one, received, worked great, month later original replacement arrives, notify company again, get return label to send it back and I did.
- There were many emails throughout this little 2 month journey with John. He was at all times helpful, a prompt replier, solution driven, kind and professional to boot. Thanks yet again, John! Braxley Bands is fortunate to have you as a company ambassador and I was blessed to have you as my "let's make this right" advocate!
- Some may say John and Braxley Bands were just doing what they should be doing -- resolving a customer issue and that's true. Yet, how many times have we all been unable to get a prompt or helpful response from online retailers? That happens all too often.
Bottom Line --- John's excellent customer service truly mattered throughout two months of email exchanges, returns, lost mail and more -- and all for one little watch band no less.
John was my advocate in helping to resolve this little hiccup in my life and I eventually ended up with a unique and comfortable new watch band. The entire journey was a great reminder of the value and huge importance of excellent customer/client service.
Ditto in being a reminder of how important it is for each of us to give our best efforts to the jobs we take on, to be patient and kind to one another and to always be resourceful and grateful. And, I am indeed grateful for all my many blessings including "meeting" John and for a little watch band that helped to plant a tree I might add!