I talk a lot about the importance of great customer service and great customer experience. The two go hand in hand, and are among the best marketing tools you have in your arsenal.
What’s even better, is how well they feed into the concept of word of mouth and make you a hero, in the same way bad customer service can kill you.
With that in my, my friend Steve Schwartz sent me a Facebook message yesterday with a link to this particular status update from Paulus Orchards, located in Dillsburg, PA, not too far from here. The post pretty much says it all:
The beauty of this is that she recognized the problem, and took it upon herself to try to fix things. She knew the photographer and others had left angry, and she could have left it at that. It happens. But she decided to let down her guard and open herself up. And she even signed her name to make it more personal.
I don’t know whether the people in question have seen the post, but if they have, this could win them back.
Additionally, the number of likes on the page has grown since the apology was posted. People recognize that the woman is truly sorry, and they appreciate her efforts.
I’m betting the ROI of that apology is that the orchard will have many new fans and some new customers to boot. It’s human, and it works.
Have you ever seen any other examples of an apology like this?
- The Secret Sauce Formula for Retaining Customers (Infographic) (inklingmedia.net)
- Monthly Mash and the Value of One Customer (customersthatstick.com)
- 10 Truths about the Proper Use of Social Media Automation (inklingmedia.net)
- National Customer Service Week 2013: What’s Your Plan? (customersthatstick.com)