You know when you buy something, and it’s wrong in some way, yet you fear the hassle of going back to the company you purchased to from because it’ll just cause you more problems. I get that a lot.
That’s why my previous three experiences with three particular brands are worth writing about.
Part One – Free Food!
It began with Barburrito. I go there a lot with Kristina. I think there was an offer on in-store, 15% off burritos or something. We got to the counter and pulled out our student cards, at which point the cashier stopped us. “You can’t use those with this offer”. “What, the student cards?”. “Yeah, it’s double discount, you can’t use it”. “Oh. Ok. You’re sure? I thought I used it before in…”, “Yeah I’m sure.”
Oooook. So I dropped it – she was probably right and it would have led to something in the region of 30-40% off – and bought the burritos. Either way, by the time I got home I had an urge to check. I was so sure I’d done it before. So I went onto Barburrito’s website and sent them an email. It wasn’t aggressive, I simply asked whether the cashier was right. They responded pretty quickly and told me that she was right, but it was under review (i.e. they’re considering allowing the use of student cards on top of other discounts). They asked me for my address, and sent me two free burritos! Fantastic!
So, even though I was a loyal Barburrito customer beforehand, this seemingly small act has furthered my fondness of the restaurants.
Part Two – Trading Silk
Next, was Tie Rack’s turn. I’d never really shopped in a Tie Rack before but since my final placement with Betfred required that I go out to Gibraltar (to meet the MD no less!), I thought I’d splash out and get myself a really nice red tie. The Gibraltar trip came and went, the tie served me well (and looked good). I started to wear it to work afterwards, virtually every day I admit (I like red ties).
It wasn’t until a few weeks down the line that I noticed some fraying around the edges. I figured this was probably just ‘new tie fray’ and that once it had lost a few bits it would be fine. Then I discovered that the tie was coming apart at the back, and realised that it probably wasn’t just ‘new tie fray’ (does that even exist?).
So I did the first thing that came into my head. Sad though it may be. I tweeted about it, and the following found its way from my fingertips to my timeline:
Bought a tie from @TieRackUKabout five weeks ago and it’s falling apart.
Guess I’ll stick with my Primark ties from years ago.
It wasn’t an exaggeration either. I have years old Primark ties that are all doing just fine, yet this one lasted barely weeks. Anyway, within 24 hours I got a tweet back asking me to send an email to someone at Tie Rack HQ. I did and, to cut a long story short, they sent me vouchers to cover the tie and postage. Admittedly, I thought it was a little cheeky covering the postage in Tie Rack vouchers, but the sentiment was there nonetheless.
Part Three – Above and Beyond the Call of Duty
This one involves a brand with which I have never interacted…other than in this little Twitter (yes, again) sesh. A friend of mine was pissed off about some chavs treating her like…something not very pleasant. She tweeted about it and I responded a few times with some humour.
Then I went onto Rentokil’s website and found their DIY Pest Control line. I thought it would be amusing to recommend this to my friend to help her with her chav problem, so I sent the following tweet:
@_sophiemarshall These guys might be able to help you out:http://bit.ly/jGkS27
I would like to point out that nowhere in that tweet does it say “Rentokil”, “Pest Control”, or anything that Rentokil might have a Twitter search saved for.
Anyway, the next day…morning, in fact…I received this:
@cjgwin thanks for the recommendation of our DIY Pest Control products
I was amazed! I mean, they’ve discovered an inbound link from Twitter; checked it in analytics; traced the source back to my Twitter account; and thanked me for it! Now that’s what I call customer service. As I said, I’ve never been a Rentokil customer before (I used to think they were vehicle hire) but it’s a name I won’t forget anytime soon. In the future, if I have pest problems, I know who I’ll turn to.
So there you have it. Three brands. Three experiences. One very happy customer.
Sometimes, brands do get it right :-)