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Wednesday, October 6, 2010

Making Excuses - For the Right Reasons

I had a very positive experience this week with Apple. Let me relate the story.

The backlight on my iPod Touch went out and I'd been meaning to get it checked for about a month. I finally took it into the Apple store to ask if there was anything to be done. As I was passing it over to the Apple Genius, he dropped it about 4 inches to the table we were standing by.

He checked out the iPod, cleaned out the connection area, basically tried the simple things to see if it could be coaxed back into working. When this failed, he said he'd check what it would cost to replace. He came back with a quote that was more than I really wanted to spend, and he recognized it before even giving me the number.

So he said that he needed to check in the back again. When he came out he told me that because he had dropped it, they would replace it for me at no charge. In essence, he found an excuse to provide me with over-the-top customer service. This was more than I had hoped for and expressed how thankful I was for that.

They didn't have any in-stock yesterday, so he took my number to call me when it arrived. I got that call today. And I'm now in the process of re-downloading everything to my new iPod.

Sometimes you do want your customer service reps to find excuses, just make sure they're looking in the right direction when they do. I will definitely be going back to Apple for the next shiny new device that they come out with.

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