One of the most underrated pillars of good marketing is customer satisfaction.
As a person who lives in a country where this concept doesn’t even exist, I know how to appreciate customer service at its best.
Being on maternity leave, I recently decided that I’d like to finally take on a project I’d been hoping to do for a long time - digitize all of my pictures. I have boxes of old pictures that are completely wasted in their print format, and wanted to remedy the situation.
I pull out my Doxie scanner - an awesome little portable scanner - (that I haven’t used for months mind you) to discover that it’s having some issues.
I decided to be a B**** and call them out about it on Twitter, instead of being a mensch and writing them an email.
And despite my obnoxiousness, they were really nice about it, and told me they have excellent customer service, and to reach out by email. Which I did.
After telling my story, and initially asking for a replacement accessory kit that is received with Doxie so I could clean and recalibrate it (which being the responsible people that we are - we lost at some point) - they, no questions asked, said it was going out in the mail immediately (even though I’m in Israel). After a couple of hours, their customer service rep (who deserves a shout out herself) - Sue - of her own initiative contacted me and told me they’ve decided to replace the scanner altogether - and that we can just recycle the faulty one. I was so pleased, I actually wanted to ask if I could add $50 and get the more advanced version (but thought that would be a little too greedy on my part). I already wanted to consume more of their products, being so happy with their customer support.
I like companies that:
1) Stand behind their products
2) Treat the customer with respect and trust
3) Are quick to respond to an issue.
This builds my trust in and respect for THEIR brand.
Thank you Doxie - you have been wonderful - I will be sure to purchase your products again.