My MacBook Pro from Christmas of 2011 wouldn't boot up last Sunday. Tried everything I could find online and, when I had absolutely no success with anything, I gave up hope. At the suggestion of a friend, I called Apple's tech support and they helped me trouble shoot it. Long story short, we discovered that it was a graphics card issue. My computer was obviously long outside the 1 year warranty, but I guess there was a known issue with the graphic cards manufactured during that time and they had a program in place for free. I made an appointment for the genius bar. They confirmed it the problem and told me they'd have it fixed in three to five days. Three days later, it's ready to be picked up. They repaired it completely free of charge. In fact, they fixed an issue they found with my charging port that I didn't even know I had.
I'm a lover of all things coffee. Give me some nice Four Barrel coffee beans with a Kenyan origin and brew that with a V60 pour over, I'm in temporary heaven. If I have a bit of a sweet tooth, an Irish Cream latte always hits the spot. I have the consumer model of the Toddy cold brew system, so I can make some deliciously smooth cold brew coffee for the warmer days. From April through September, I was working as a barista at the lovely coffee shop - A Cup Of Common Wealth. I learned a crap ton, and my obsession with that silly bean only grew larger.
I'm ramping up my home coffee game and now concentrating on making good espresso and espresso drinks. I ordered a ton of stuff the other day and the first shipment arrived today. Unfortunately, the two shot glasses I ordered were broken in transit. I gave Barista Pro Shop a call. A very sweet lady answered the phone and she made it right with no questions asked. Didn't require any proof, didn't need any money from me, just immediately put in an order to replace them. They shipped about an hour later and will be here tomorrow. They also threw in a full sized bottle of Irish Cream syrup for my trouble, no cost. Didn't even mention it, I only know about it from the shipping confirmation email I received.
I'm a big believer in good customer service being beneficial to your business. These two instances that just happened this week were examples of great customer service. You can be assured that I will be doing business with these companies as much as possible in the future because they took care of me. Not only that, but they went above and beyond. I would have been perfectly content if they simply fixed my initial issues. They hit it out of the park by doing more than necessary. I didn't major in business, but I have a firm grasp on people, and I think that's a great business model. Make sure your customers aren't just happy, make them swoon. I wonder if there might be a life lesson in there somewhere?