About 2 months ago I read about an experience with an electronics company (LG Electronics USA) and an amazing customer EXPERIENCE they were providing. The bottom line recap was this:
-Man (we will call him 'consumer-man"!) bought a TV about 5 years ago
-TV started getting wonky about 8 months ago
-TV was self-declared dead 2 months ago
-TV was out of warranty by YEARS
-Consumer-man called on a whim to LG support
-They extended the warranty to cover the full cost of repairs
All this process so far, no questions asked. No feeling of guilt. No making it seem like they were bending over backwards or that they were really doing consumer-man a favor.
To catch up, the repairs failed! Consumer-man thinks it is a combination of the TV going bad and the authorized repair facility (who had admittedly never worked on an LG unit – so how are you authorized then?) not really putting things in right. After 3 attempts and 2 new parts (optics unit and some drive board) which appeared to have totaled about USD $1,000 retail (what he would have had to pay), it still wasn’t working. The repair guy was frustrated and left consumer-man's house saying I just put in the parts…you’ll have to call LG. He was not friendly.
Our hero called LG again thinking they would say that they’ve given their best effort and apologize and we’d be on our way. Not so. Again, rather than making him feel bad, the next conversation shocked him…it was along the lines of this: We’re so sorry Mr. Consumer-man you’ve had this problems. We don’t want to inconvenience you anymore. We’d like to replace your TV with a new one.
In case you didn’t hear it, that was the sound of consumer-man picking his jaw up off the floor. He received his NEW television days later and reports no problems thus far.
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It is rumored that Nordstrom (the large department store chain) began its internal experience years ago with the unwritten slogan, "Customer for life--whatever it takes". What an "awesome" responsibility for their team members to live up to, but how freeing as well! Like LG's obvious commitment, it gave emplyees the right--the freedom--to do whatever it takes to make things right! Are you willing to go the extra mile to do that for YOUR customers???
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