My Archives: May 2003
Friday, May 2, 2003
I've recently inherited a house. The air conditioner, a jumbo window model from Carrier, is operable, but the mode selector knob is broken. Although it can still be used with judicious use of a pair of pliers, I wanted to get a replacement knob.
It turns out that Carrier understands a key tenet in customer service: Don't sweat the small stuff. Even though this air conditioner was made over a decade ago, it won't be a problem for me to get the knob. In fact, Carrier will send one to me at no charge. They make replacement knobs for all their room air conditioners available for free, just for the asking. Their web site offers instructions for requesting new knobs online.
This is how you make customers happy. A small, inexpensive part that would be hard for service centers to stock, creating a logistics nightmare... is instead centralized and turned into something that makes customers feel "taken care of." This kind of small gesture is what leads to repeat customers.
Posted by Rob @ 11:24 PM ET [Link] [98 Comments]
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