How to be a good customer (and get what you deserve!)

Strategies that have worked for me:

Product Returns: With the product return, enclose a letter–a fan letter, telling how much you love the product, how much you use it, and how it was broken while you were using it exactly as they advertised it to be used. Demonstrate that you are a poster child customer, the ultimate die-hard fanatic that they want. I have gotten free replacements/repairs from Ray Ban, Henri Lloyd, and Patagonia doing this. Granted, these are all stand up companies that have quality products–but shouldn’t every company want to be in that category? Shouldn’t they want to stay in that category? Back to brand favorites: https://visionsmc.wordpress.com/2009/03/31/brandfaves/

Satisfied Customer: For large or small product or service purchases, write a glowing letter, send an email to the supervisor, write a fan posting on a blog. Shout out loud how great they were to you. I’ve had letters I’ve written displayed in companies’ lobbies and quoted on their website. If your comments are good enough to be published/displayed/forwarded, they are going to remember your name–which comes in handy if anything goes wrong with the said purchase down the road.

Dissatisfied Customer: Be friendly and nice, but firm. Engage in shallow chit chat. Giggle and laugh with the people you are dealing with. Find something you have in common. Make everyone happy they are dealing with you instead of someone who is mean and nasty. They will bend over backward to help you. Once they’ve helped you, start the fan letters.

What are your strategies for getting what you want, need and deserve from the companies you buy from?

The Beauty in Business

Recently, I wrote in my email newsletter about the rhythm in good customer relationships, comparing it to roll-tacking in sailing and dancing. I just had a dance with Dell, and I’m swooning.  There is something beautiful in a perfectly-executed business transaction.

Chad Murphy (Chad_Murphy@Dell.com) is the man who helped me buy a new laptop for business. He was professional, friendly, patient, communicative, and quite knowledgeable. He did most of the work, explaining how and why he suggested a certain system. Then he was able to upsell me on peripherals that I really did need–I was just going to procrastinate and do it later. He made it easier to do it now. Going through the process with him was delightful. We shared laughs, and it brightened my day talking to him.

Marcus Jones was the “clean up guy” that Chad passed me to when it was time to place the order. Marcus must be taking the same happy pills that Chad uses, because he was just as pleasant to work with. Tried to upsell and cross-sell me with daily specials, and was cheerful and upbeat when I turned him down every time. Again, I felt like I got off the phone with a new friend. 

The two of them made me feel so good about our transaction, that I’m very comfortable writing about this and recommending them.

However, what sealed the deal was the fact that my laptop arrived today, less than 48 hours after I ordered it. The estimated delivery date wasn’t for more than a week away. Under-promised and over-delivered. They had been telling me since the beginning of the process that it would take up to ten days.

It makes it a lot easier for the frontline people to be confident and friendly, when they know the company is going to support them, back them up and follow through.

Thanks, Dell, Marcus, and Chad. It was a pleasure doing business with you!