Service with a Back-up

We love Faconnable!  Not only do we enjoy their high quality apparel, we value their over-the-top customer service.  And, one of our most recent discoveries is their back-up plan built into the service experience.

Chip bought a navy blazer at the Faconnable store in New York City.  Like most fine jackets, it came with a package of spare buttons.  And as usual, Chip tossed the small package in his sock drawer and forgot about it.  That is, until he lost a button on one of the jacket sleeves.  Without the slightest ounce of anxiety he removed the package from the sock drawer and took it with the jacket to his dry cleaners for repair.  But, the little package contained a surprise.  Not only did it hold the expected buttons, it included a roll of thread in the proper color.  Did we mention how we love Faconnable?

Customers know there will be service hiccups.  There are a few circumstances that bring our standard of perfection—think flight safety or hospital practices.  But, most service experiences, especially those handled by “to-err-is-human” people, carry a chance for error.  However, service exemplars like Faconnable ensure there are back-up systems aimed at alleviating any worry when things go wrong.  Effective service recovery entails turning an oops into an opportunity.  Great service organizations never leave that opportunity to chance.  What planned service recovery is hardwired into all your service encounters?

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
This entry was posted in Customer Delight, Customer Expectations, Customer Experience, Service Recovery and tagged , , , . Bookmark the permalink.

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