A real class act…

I signed up for wordpresstutorials.com and had some problems. Not really sure why but stuff happens.

Long story short I asked for a refund.

Here’s what happened.

Less then 10 minutes after sending the e-mail I get a call from Sherman Hu. It’s 8:40pm in the evening. He apologizes profusely and offers to make good for the problems i experienced or offers to provide me an immediate refund.

I already knew my situation was an anomaly and I had just fallen through the cracks. So I accepted his very generous offer and look forward to learning all I can about wordpress.

My reason for posting is; we are often quick to post about bad service but are very slow to post about exceptional service. Sherman’s service in my mind was more than exceptional

Best regards,
Anthony Coyne
Ultimate Marketing Solutions - Index

Great idea, Anthony -- a thread about good customer service.

I sent an email to Clayton's customer service asking whether I could get a recording of a teleseminar I missed, or if I was out of luck.

The prompt response said, "You belong to the Easy Writer's Club -- our members are never out of luck!" and gave me a link to a recording.

Something about the personalized tone of the response, as well as the positive attitude and the prompt response gave me a good feeling about spending more money at Clayton's organization in the future.

It was a small thing, really, but a small thing that so many people seem to overlook. I bet those small things add up to a hell of a lot of extra money for the businesses that bother to do them.

Anthony and Ken,

It's nice to hear stories like this.

This is a great lesson for everyone of us... it only takes a little difference in how one does customer service to be way ahead of the crowd.

Love to hear this kind of feedback (much better than the negative stuff).

Anthony... I'll bet you didn't expect a phone call from Sherman Hu.

David Garfinkel called me on my cell phone the other day while I was driving across town... talk about being shocked and surprised!

I felt like Moses at the burning bush

Hey Ken and Stephen,

Thanks for the replies.

I’ll have to admit I wasn’t that surprised when I got the call. I pretty much knew that the mistake was just an oversight. The call just re-enforced my trust in doing business with Sherman in the future.

What did surprise me was the fact that he had also e-mailed me and I got the phone call before the e-mail.

As my business grows I have started outsourcing more of the stuff I don’t specialize in.
(Graphics web-design etc)

As Stephen mentioned these little touches really help solidify a relationship. If I don’t think my client is going to be treated in the best possible way, I won’t refer them.
What Sherman did makes it really easy to refer people to him.
Best regards

Anthony
Ultimate Marketing Solutions - Index