The Customer Service Nazi
I was banned.
An online marketing guy told me never to buy anything from him again. Ever.
The reason for my banishment? I returned his product.
Here’s what happened:
A couple of years ago I bought a marketing kit from an online marketing guy. He called it his Marketing Magic Kit. It showed you the basics of how to market your business. It was a nice little kit.
But I send it back because, as I explained (nicely), “It’s a good product; just a little too basic for my needs.”
I had also subscribed to his marketing newsletter.
Well, my money was promptly refunded. But they canceled my subscription.
I emailed customer service and explained I didn’t want to unsubscribe. I just wanted to return the product.
This was their exact reply…
David,
We apologize, but due to the returning of the Marketing Magic product, we have been instructed to ban you. You no longer have access to the member’s only site or the materials therein. We respectfully request you no longer attempt to purchase from [The Marketing Guy], Inc.
Customer Service
[The Marketing Guy], Inc.
I was stunned. He had a 100% Guarantee (which he honored). But he DIDN’T say he would never, ever do business again with you.
It made think of the famous Seinfeld episode with the Soup Nazi.
He would kick people out of line for the slightest infraction, screaming, “No soup for you!” Then he would ban them from coming in the store.
Hmmm… sounds like the same guy to me…
Here’s the BIG marketing lesson:
Want to be around and still in business five years from now?
Provide extraordinary customer service. This is what will decide who’s left standing in the next few years.
The gold standard for customer service is Zappos. They’re an online seller of shoes and now other products as well.
Customer service isn’t just a department within the company. Customer service is actually the company itself – it’s why the company exists.
The stories of what Zappos will do to help a customer are legendary. The record (so far) of time spent with one customer is 3 hours…
… extraordinary customer service.
I hope the customer service Nazi gets to read this.
Let’s get to work,
- David Gruttadaurio
“The Print Newsletter Expert”
PS: Let me knock your socks off. Let me send you 3 free samples of Exceptional Living newsletter. Click here and tell me where to send them.
Newsletter, client newsletter, customer newsletter, customer service, marketing, print newsletter
