A while back I emailed LL Bean about a steamer pot. A steamer pot is a cast iron pot you fill with water and put on the stove. It adds moisture to the air during our long winters in Michigan.
Anyway, the pot is a couple of years old, but I didn't think it should have rusted on the inside. I didn't ask them for an exchange or refund, I just asked them if they could contact the manufacturer to see if there were solutions to getting the rust out.
We exchanged several emails, and they were all amazing examples of fabulous service. While they weren't able to offer solutions for the rust, they did offer several other things...
First, every email ended with a statement saying something like, "LL Bean never wants you to keep anything you're not happy with. Please return the steamer to us..."
They no longer carried the same model so they offered a refund and gave me websites of a couple of places that did sell the one I had. Again, "Please return the steamer to us..."
The exchange went on for a couple of days. Each time I was amazed how they managed to come through as a warm, caring company who really cared about my satisfaction. All through email.
I never returned the steamer, but it was good to know that I had the option. It was even better to know that there was still a company who hadn't fallen prey to outsourcing their Customer Service to people who just don't get it.
Thanks LL Bean! You're a fabulous role model to other businesses today! You can be sure that you'll be the first on my list when it's time to shop again! What a pleasure!
Let me ask you this...Which company do you rely on for great service?
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