“Before the pandemic, I was making arrangements for my summer holiday to the U.K. Among those many arrangements and bookings I had to make, two stood out in my mind – each of which are a great example of customer loyalty, how to build it and how to lose it quickly.
The first experience was with a large, well known mail order firm in the U.S. I had purchased travel clothing for my trip and not everything fit well so I had to return a few things. The return slip was easy to complete and advise what I wanted done with the returned items.
Rather than me hunting all over the house for a copy of their catalogue, they included one with the order so it would be easy to find substitutions if I wanted. They included a pre-printed return label within its own folded card with instructions. These few easy to do steps made the return of the clothing really easy and hassle free to the extent that I just had to fill in the sender address on the label, tape up the box and drop off at my local post office. It was almost a joy to return the things I didn’t want. Will I purchase from them again? Absolutely!
The other experience was with a tour operator for an excursion of a now well-known castle in Britain. I had made the booking back in March and I was so happy that the date was available as it was going to be one of my last days in Britain – I really lucked out! I was so looking forward to it even though it was 6 months away.
In May, I received a notice by email that my booking was cancelled and asked what other date would I like to choose? I replied by saying it was the only date I was available for the tour and requested that my money be refunded. I waited a week and sent them a reminder. A couple of days after that, they requested my PayPal account address. A week later I checked my account and there was considerably less money in my account than the original amount I paid. There was no explanation by email for the difference. I researched their website to see if there was a cancellation policy, none to be found. I emailed again advising what I had paid and what I had received as a refund and requested they remit the difference immediately. Will I purchase from them again? Absolutely not! Will I recommend them? Not a chance.
In both these situations, the return process is handled by using a few simple steps to keep the customer (me) happy and coming back. One of them has it perfected; the other has a lot to learn!
Do you have any customer loyalty examples to share that we can all learn from? Please comment and feel free to social share below. Thanks!
In a previous blog post, we discussed un-plugging from the virtual world including from media, and from work, as I do in the summer to take some much-needed time off at a cottage in the remote Quebec countryside for a week of peace and quiet. Upon my return, everything is still functioning, even though I’ve taken a full week to un-plug.
This year though, COVID came for me just prior to leaving so I didn’t do much more than sleep. Usually, though, I spend the entire week reading, knitting and writing. I love to kayak on the lake in the mornings when the water is still. It’s very peaceful and lets me just think about things without all that daily noise in my head. Some might say that I’m downright lazy during my week off. Is that okay? Yes, it certainly is because I deserve it. Do I miss technology when I’m at the lake? No, because I don’t need it there.
For those that are making the attempt to relax and take a break from work and media, but don’t want to travel, a ‘staycation’ may be an option. Whether by themselves or with family in the house there are a variety of ways to relax such as spa-at home days, reading, creative projects, music, further learning or games. No matter what the relaxing activity there are plenty of ideas out there to get the staycation started!
While the suggestions below may require some online research to get started, once the information is found, there is a choice to shut off this technology or enjoy it depending on the person. Maybe they are a true “no tech staycationer” or maybe they “un-plug” while playing online games, watching movies, listening to music and so on.
In the spirit of getting the staycation underway, here are a few resources if you are not sure what to do:
Want to relax in your personal spa? The PennyHoarder has some fantastic ideas for creating materials for a spa at home and as a bonus creating some of these can be considered a little project!
Do you have a creative side and would love to work on something, but are not sure what? DIY Projects has a few ideas to check out. Maybe you just want to enjoy art or music from home, but don’t have access to great works of art or music. Check The Guardian’s list of virtual museums and art galleries, Billboard’s and Glamour’s lists of virtual concerts and performances. Even orchestras have live performances online as listed on classicalfm.
Do you just want to learn something to keep your brain moving or perhaps you miss the library completely? There are a number of open university courses out there to get you thinking and OpenLibrary is an excellent online library if you are just looking for something to read.
Or maybe you want to get up and get moving, take a look at Runtastics 28-day at home workout.
It doesn’t matter how you “un-plug”. What matters is that you bring yourself to a place of relaxation and contentment, while staying safe.