service_sm

I got an email from BA this week apologising for the disruption caused by their recent industrial action. Nothing new there as BA often send these emails and I delete immediately. The difference this time is they gave me some airmiles and tier points for the trouble caused. With that simple gesture, they changed my opinion of their customer service. A simple, nice touch that probably didn't cost them much more than some thought. Nice.

I've seen a lot of interesting bits on the web recently about customer service so thought I would provide some links as it's a poor service is a real bugbear of mine. Good service often only takes a few more minutes of seconds but can make a liftime difference and secure a lifetime customer. Like most stuff in life, it's mainly just going the little extra distance t make a difference. Often that little extra is way more than your competitors are doing. Here are some I like and then some useful links:

  • Paul Smith ask you when you buy from their online store if you'd like male or female gift wrap - for no extra
  • Caffe Nero always ask you if you'd like chocolate on your cappuccino unlike most other coffee shops who assume you need the extra calories
  • Apple make sure every iPOD in their store has music on that their customer base will like when listening to a demo unit
  • W Hotels never fail to impress with their luxury bathroom complimentary products. Tell me you don't sweep 'em up?

 

What would you add?

[update] Alasdair reminded me about Joel's great piece on this