Speaking About On Line Stores -

[mainuh]

I just read about HeadCase and his plans for an online store -
 
I recently sent a pair of my wifes Timberland boots back to them as the soles/heels had fallen apart. We had brought them into a local cobbler, he took one look at them and said it was a defect and we should contact them.

Found their Customer Service # online and gave them a call.
I explained the problem and they gave me an authorization # and said send them back, lets take a look at them.

Spoke with them yesterday. Even though the boots were about 9 years old they agreed that there was a defect and that they were giving us full credit for the boots - $120.

K and I checked out their site for a replacement and found a beautiful pair for $140. Fully prepared to pull out the C/C to pay the difference, our Customer Service rep, Corey, said - " $140 is close enough to $120 - don't worry about it. We'll send the boots out on Monday." 

Customer Service - Any business that you're in, any business that you are thinking of starting, at the end of the day thats one of the things that keep you alive.

Timberland just bought years of positive press from me should their name ever come up as a product to consider.

rob

[jeffkar]

Cool story.  It's amazing how many business people forget that a small gesture like this can pay off big time in the long run.  I have a couple stories like this, one of which has led me to be a Best Buy customer for life.

Threadjack, but a story from the opposite end of the spectrum:  The guy I carpool with is in the process of buying his first house.  His realtor recommends a mortgage guy.  My buddy talks with him, doesn't sign any paperwork or anything, and shops around a bit.  Original mortgage guy calls my buddy and says-- and this is a quote-- "I do all this work for you, and now you're going to screw me by shopping around?"  So now, not only has this guy lost my friend's business, along with everyone my friend knows, the mortgage guy's boss is getting a letter next week.  Baffling that someone who works off commission, in a struggling industry, could display such poor customer service.

[billybaroo]

I think you are experiencing the LL Bean effect.  Timberland knows that LL Bean is a close competitor, especially for outdoor gear.  If they don't provide an exceptional customer service experience, they might lose the immediate sale and future sales.  Customer lifetime value is what drives these decisions, too many vendors look at the transaction and not the relationship. 

[drewspin]

This guarantee from Todd Rohrer at MacKenzie golf bags is my favorite - I think it speaks volumes about his company and personal integrity (That and the fact that as President he puts his email and telephone number directly on the web site):

Our Guarantee

We will repair your MacKenzie Walker Golf Bag for as long as you own it, at no cost to you, as long as you believe it should be our responsibility. If you believe any needed repairs should be your responsibility, we will charge you only what the repair costs us.

You pay to ship your bag to us, and we pay to return it to you.

http://www.themackenziegolfbagcompany.com/section.cfm?wSectionID=2974

[tommyk90]

I wish this could always be the case.

Every year (at least every year that I've worked there), I get the SAME guy trying to claim that his pair of adidas golf shoes "leak" or something along those lines.

So what do we have to do?  Take the guys word for it (even though we know he's full of it) and give him another pair of shoes.  Though the next time he tries it we're going to tell him we gave him the benefit of the doubt last time and we will no longer be able to assist him.

The worst part about it is people call so and so manufacturer and tell US that THEY said they would warranty them.  The problem now is that WE are no longer allowed to send shoes back to THEM, and instead we need to mark a new pair out of stock.  So not only does the customer get what they want, we get screwed and the manufacturer loses nothing.

It's people who abuse the system that ruin it for everyone else.  Glad to hear that you had a great experience with them, it seems it's harder to do these days.