After my last horrendous customer service experience (The Kooples), I had a fabulous experience with Charbonnel et Walker this week.
This is a premium chocolate brand and I purchased a box of chocs for my husband. To our dismay, there were 2 chocolates missing (see picture).
I called the store a few days later at 4 pm and here's what happened:
- I was trusted immediately. This is huge as I almost didn't call expecting to have to reproduce a receipt which I no longer had. What a relief to actually experience "the customer is always right"!
- I was apologised to with an explanation
- I was offered a replacement box which was posted the same day and arrived 8 am the next morning.
The best part of this experience is that my expectations were exceeded turning me from a good customer to a disappointed customer (missing chocolates) to a fan (and now via this blog post, an advocate!)
This is how marketing should be done, folks. Amen.