What keeps me going back to a store or service provider? Sometimes it’s a convenient location, sometimes it’s lack of choice, but most often it’s how I am treated. Yep, customer service. An over-worked, and too often empty, phrase.
But today I felt special. I was noticed, listened to, and received a level of customer service that cemented me as a loyal customer.
I recently placed an order with Wawak Sewing Supplies. They had a sale on sewing machine needles. I had a coupon. And I like me a sharp needle. Anyway, within days my order arrived! Ten packs of beautiful needles. Oops, two packages were the wrong size, not my trusty Schmetz sharp size 12 needles but a size I rarely use. So I called Wawak Customer Service. They were friendly, they were helpful, and they said they would immediately send out replacement needles. And I could keep the mis-shipment.
I was pleasantly surprised when, within the hour, I received an email confirming the replacement order. I was very pleasantly amused when I read the line item detail of the order … cookies?! This company knows me!
A few days later, my needles — and cookies! — arrived in my mailbox. Yeah, life is good.
And the beauty of this gesture? Today I feel special. And I’m telling all my friends. Thank you, Wawak!