Great service in China doesn’t come often, but when it does it really feels great. After a saga of mixups, I just received a box of goodies today – my new bluetooth stereo headset and a cable to connect my phone to my stereo speakers. I love them – and they sound great – but the biggest buzz that I got out of it was the great service that I received from Shirley Pun and Wendy Wu from Expansys.
While they’re part of one of the biggest electronics companies around, they took the time to make sure that everything went wonderfully smoothly for my precise requirements amid returns, order changes and changes in destination. It’s a great thing to run a company that is mostly online – and they’re great at delivering top quality for a great price – but this experience has brought home to me that those rare occasions that you can interface with your customers make a disproportionate impact on the customer experience.
It’s like family. Most of the time you don’t see each other. Maybe an email or a card from time to time… which makes those rare occasions that you do get together all the more memorable and important. And makes it even more important to make sure you get it right when you do get the chance to make contact.