There is a very good reason I buy the majority of our Toys from Cuthbert Toys in St Albans, not just because it’s local, Kirit (@cuthberts_toys) is a rather nice guy or the fact, that he’s bought me the odd glass of wine. It’s simply because the level of customer service that he has offered via Twitter has been outstanding.
I just wanted to share with you a couple of examples. This is in no way a sponsored post. I just like to share when I find something good and to say a special thank you to him.
What did he do?
At Christmas, I bought my daughter a puppet theatre, which then needed a few puppets. The trouble was that my daughter was on school holidays and I couldn’t get into the shop to buy one, especially with her in tow. So Kirit, took a photo of all the puppets, which I could then choose the ones I wanted and he offered to bag them up so I could just pop into the shop to pay and collect, with her being none the wiser! Now that’s what I call service.
There have been more than two occasions of him going above and beyond but this one really sticks out in my mind. My daughter has a thing for ‘minis’ not sure if it’s because they are child-like, but being awkward she wanted a ‘yellow’ one. We tried to source one online but to no avail. In the end, my husband asked me to check with my ‘friend’ from the local toy store to see if he could find one and low and behold he did. I’m not sure why I didn’t think of him first.
It took me awhile to work out how much effort he actually went to. Check this out…..
He painted it by hand himself!!!
Business owners take note!
Do you have any examples of outstanding customer service via twitter?
I should probably be gloating but I’m not. In fact, the whole experience has left me with a rather sick feeling in my stomach. However, I strongly believe I did the right thing and am pleased that I followed it through to the end.
As many of you know I went on a Social Media course back in March, which was by run Ecademy and delivered by Thomas Power. Unfortunately, I didn’t feel that they covered the content that they advertised. I quietly asked for a refund on a couple of occasions but to no avail. In the end, I blogged about it ‘How Not to Master Social Media‘ and it received far more attention than I could’ve ever imagined. The post went ‘mini’ viral receiving over 100 comments and was retweeted on twitter over 200 times. At one point I was hiding under my desk.
For the most part people were incredibly supportive and I thank you for that. I’d also like to take this opportunity to thank Nikki Pilkington and Nigel Morgan, who were always at the end of the phone when I needed propping up.
In the end, it has been a very long drawn out process, so I’ll give you a condensed version. I was encouraged to file a claim with the Advertising Standards Agency as the course did not deliver what was advertised. If you weren’t aware the ASA now also covers marketing on the web. On the 10th of August 2011 they upheld the claim and Ecademy was told that the ad could not appear again in its current form. The full adjudication can be read here.
Following the adjudication, I waited to see if a refund would now be issued. Sadly, it was still not forthcoming so I had no other choice but to file with Small Claims Court, which I did online via MCOL, which cost me £60. Initially, I was only asking for a refund of the course fees. However, when filing with small claims you’re allowed to include reasonable expenses such as lost wages, childcare, and travel. For whatever reason, Ecademy has decided to settle before it went to court. Last week I received a check for over double what I was originally asking for.
I know I’ve learned a lot from this experience but I also hope that Ecademy has also learned a valuable lesson about social media and customer service.