One of the reasons Apple has legions of devotees is their extraordinary customer service. Their retail store employees are given wide latitude to do whatever it takes to delight the customer. Take the case of Adrienne.
Adrienne took her 30GB iPod to her local Apple store for a new battery on Friday. Dan, the Apple store employee who was helping Adrienne, told her that they didn’t have a replacement battery in stock so he would be giving her an 80GB iPod instead. Plus, Dan waived the $70 repair fee because her 30GB model was relatively new.
Dan gave Adrienne a FREE 80GB iPod because the Apple store didn’t have the inventory they should have had at the store.
So here’s what Dan’s decision cost Apple: instead of earning the $70 repair fee plus the cost of a new battery for an iPod 30GB, Dan opted to lose $249, the cost of a new 80GB iPod, to delight the customer.
This $249 investment in Adrienne has already paid off. On Saturday, Adrienne relayed her story to Ben Popken, editor of the Consumerist.com.
How did Adrienne describe her Apple experience to the Consumerist.com? In a word — glowingly.
Dan, the Apple employee who helped her was, “my Apple store savior.”
“I saw the Holy Grail of ridiculously amazing customer service.”
“Because Apple cares about their customers, I got an 80GB iPod for free.”
As of this morning, the 38 Consumerist readers who commented on Ben’s post were equally effusive. Plus, so far, over 6,000 people had read about Dan’s decision to delight Adrienne with an 80GB iPod.
Add yourself to the the group of people swayed by Dan’s $249 investment in good PR.
Now why aren’t more company’s following Dan’s example? Is yours?