Great customer service

It all starts with customer service.

From there people will buy your <thing>.

Today I talk about Apple.

Last year I had a buzzing noise in my Mac Book Pro, read the support site, talked to the people on the phone, and finally brought it in.  Problem with the inverter and it needs to be replaced.

Grr, I don’t want to go without it!

Last Friday, a good friend of mine had a problem with his Mac Book Pro, though different, received the same response as I gave, and needed the same kind of love.

For me – Apple sent me a box via DHL.  Empty no less.  With instructions on how to pack up my laptop.

I shoved it in the box, did what I was told to do on the paper, taped it up, called DHL, they picked it up about an hour later.  This was a Monday.

On Wednesday…DHL shows up – with my laptop, all fixed, and I even got a new battery (people remember the recall right?).

For my friend – his laptop was down, couldn’t get in on Friday and had to go in on Saturday, they tested, determined bad motherboard (or in Apple’ese – logic board), told him it would be back Tuesday or Wednesday.

SURPRISE!

Monday early evening, his cell phone rings (an iPhone of course), and the local store has his machine back already.  Yep, Saturday drop off, Monday pick up – box went to Chicago supposedly.

Go Apple, I <heart> you sometimes.

You can read his story via his blog.

This kind of better than expected service is something that all of us should try to achieve.  Sure, mistakes happen, things break, but if you can figure out the magic that creates ‘better than expected service’, you win.

Thank you Apple, for twice exceding expectations.

Thank you Friend of Mine, for writing your post so I could link to you.