Outstanding Customer Service – Going The “Extra Mile” Squared

Want to win this set of autographed books? Send us your best customer service story. If we publish it, you win! Email your story to John@QBQ.com

Serving customers really is this simple. Our story comes from long time and loyal subscriber to our QBQ! QuickNote emails, Jim Schreier. Jim, your signed set of books is on the way!

It Was Just Broken Taco Shells

At 8:31 a.m. I e-mailed “Feedback” at Jet.com. As noted, it was not a complaint, just intended as an FYI. I know stuff happens!

First, I am a very happy Jet customer. Not really a complaint, but an FYI. In one of my recent purchases, order # 88574 … I was a little surprised to see the Old Paso Dinner Kit was somewhat stuffed (pun intended) into the shipping box. Trusting it wasn’t a problem, I shelved the item until today. I cooked my ground beef and added the seasoning, so I had a great batch of taco filling. Then I opened the foil sealed pack of taco shells to discover not a single “intact’ shell. I had a bag of taco chips. Not angry—just wanted to let you know.

14 Minutes Later

I received notification from Jet that a refund was processed.

2 Minutes After That

A note from Jet came asking if my “interaction with Casey” was satisfactory. Wasn’t sure what that interaction was because it all happened so fast. The refund notice did not contain any reference to or message from Casey.

But Then, 8 minutes Later

I received the following message from Casey:

Thanks for reaching out. I see you’re in Wisconsin; I’m a huge Packers fan! I need to come catch a game at Lambeau Field. I completely apologize for the condition those taco shells arrived in! I was able to get them refunded for you. Expect the refund to be credited within the next 2-5 business days. I appreciate your patience! If you have any questions or concerns, we are available 24/7 via email or phone. Thank you for being a valued member of the Jet family! I hope you have a great rest of your day. Sincerely, Casey H. (Sports Junkie | Dog Lover | Jet Head )

Talk about being WOW’d! A response with action in just minutes! Action taken immediately with notification even before the human rep sent a very personalized message – all for a $1.75 purchase! Call me … WOW’d²

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Jim, thanks for sharing your outstanding story. Serving customers really is just this simple.

Now, let’s share with our QBQ! QuickNote readers the “extra mile” thing that happened two weeks later. This note came by email from … Casey H!

Like I said at the top, Jim’s books are on the way. Comments welcome!

Want to win the set of three signed books shown above? Send us your best customer service story and if we publish it here, you win! Email your story to John@QBQ.com