From steaks to contact lenses: outstanding customer service all over the world
It was Sam Walton, the founder of Wal-Mart, who said: “the goal as a company is to have customer service that is not just the best, but legendary”. One definition of customer service is: “the practice of building a strong relationship between a business and its customers and potential customers”.
In short, good customer service is making customers happy. When you part with your hard-earned money, you expect more than just a transaction: you expect a face behind the sale, and advice along the way. In an increasingly technology-dependent world, we at Lenstore constantly strive to offer VIP customer service and build personal interactions with our customers. We’ve collated some examples of extraordinary companies that share our ethics.
Sainsbury’s dough zoo
Sainsbury’s is one of the biggest retail companies in the UK. Selling everything from baby nappies to tinned beans, the company has fast worked its way into the shopping habits of many. In 2011, it has even won people’s hearts with an outstanding display of customer service.
When little three and a half-year-old Lily Robinson wrote a letter to Sainsbury’s, asking why a bread loaf that reminded her of a giraffe was called “tiger bread”, she got a kind reply from Sainsbury’s Customer Manager, twenty-seven-year-old Chris King. “I think renaming tiger bread ‘giraffe bread’ is a brilliant idea – it looks much more like the blotches on a giraffe than the stripes on a tiger, doesn’t it? It is called tiger bread because the first baker who made it a loooong time ago thought it looked stripy like a tiger. Maybe they were a bit silly”.
When their correspondence went viral, Sainsbury’s officially changed the name of the bread to “giraffe bread”, and added an announcement: “Thanks to a clever suggestion from one of our customers, we’ve changed the name of our tiger bread to ‘giraffe bread’”. This probably made a little girl’s year, and certainly put a friendly face to the Sainsbury’s brand.
HALO worthy customer service
The team at Bungie Studios, one of the most beloved game developers in the industry, went out of their way to make one little boy’s Christmas dream come true. After discovering that his son needed liver transplant surgery, a father reached out to them, as the company that produced his favourite game, HALO.
Bungie responded with a homemade card, signed by all the employees, with the caption “World domination can wait. Feel better!”. To many people, such a personalised touch is enough to feel all warm and fuzzy inside, but Bungie did much more than this. Going above and beyond the call of duty, they visited the family at the hospital on Christmas day, bringing with them a custom helmet from HALO Reach, and more assorted gifts.
The father posted this heart-warming story on a Reddit thread, with photos of his ecstatic son, smiling throughout the odds. “He was absolutely shocked when he saw the custom helmet from HALO Reach!”, commented the dad. “Bungie, you have played a huge part in making this smile! My family can’t thank you enough!”. This gesture immortalised Bungie Studios as a company that genuinely cares about their customers.
Steak ordered from the sky
Author and all-round celebrity Peter Shankman is a famous steak lover, and an avid tweeter. After boarding a three-hour flight on an empty stomach, he jokingly tweeted:
“Hey @Mortons – can you meet me at Newark airport with a porterhouse when I land in two hours – K, thanks”
He was clearly joking – but lo and behold, a few hours later, he tweeted again from Newark airport (EWR):
“Oh.My.God. I don’t believe it, @Mortons showed up at EWR WITH A PORTERHOUSE”.
The accompanying photo displayed a 24 oz. Porterhouse steak, an order of Colossal Shrimp, a side of potatoes, a large loaf of Morton’s signature round bread, two napkins, and silverware.
In sum, the steakhouse staff saw Shankman’s tweet, made the meal, suited up in black tie, drove three hours to the airport, found out Shankman’s flight details, and waited patiently for him to disembark. All the while, Shankman was twiddling his thumbs on his flight, completely unaware that all this was happening thousands of miles below.
Whilst Shankman admits that this display of dedication to the customer is completely out of the ordinary, he asserts that customer service isn’t about telling people how awesome your business is: it’s about creating a service so great that customers feel compelled to spread the word. “They tell their friends, and the trust level goes up at a factor of a thousand. Think about it: Who do you trust more? An advertisement, or a friend telling you how awesome something is?”
Lenstore: delivery in the blink of an eye
Bringing things closer to home, we at Lenstore have also performed an extraordinary feat of customer service. Guilherme Ferreira ordered contact lenses from our website on what looked to him like an ordinary day: he certainly wasn’t expecting his lenses to be delivered to his front door just 38 minutes later!
"It took 38 minutes from the moment I hit purchase to the moment I got my contact lens delivered to my door. Great job, @Lenstore" — Guilherme Ferreira (@guiferreirabrpt) September 3, 2013
This means that our team managed to process his order, package it, and hand it to the courier who drove the parcel around London – in less than 45 minutes. Incredible as it may sound, this is just one example of how we go above and beyond the call of duty, providing VIP service and superhuman speeds of delivery.
At Lenstore, we strive to make every customer happy, every time they order. We work hard to make sure that our customers can rely on us for simple, fast transactions, quick delivery times, and a friendly voice on the phone. As Benjamin Franklin once stated: “Well done is better than well said”. We believe that this quote perfectly encapsulates our work.