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Beyond the Horizon

MARCH 2022

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It is my sincere hope “current” events don’t alter the significance of this quote which I am queueing up on Tuesday evening for Wednesday morning delivery:

Let’s build a country of opportunities, where everybody is equal before the law and where the rules of the game are honest and transparent, and the same for everyone.”

 -  Volodymyr Zelensky

If you substitute “company” for “country” and tweak this only slightly, it becomes a superb recruiting or mission statement, doesn’t it?

By the way, how inspiring would it be if your boss uttered Zelensky’s even more memorable phrase, “The fight is here; I need ammunition, not a ride!” - this IS a place you’d want to work!

Speaking of interesting places to work, consider this recent customer service experience from the company Bombas:

The heel of a pair of hiking socks I bought from Bombas unraveled after wearing them only three or four times.  Instead of simply tossing them and forgetting about it, I sent a short note to their Customer Service/Help Desk and explained my situation.  In quick succession:

  • I received an acknowledgment.
  • A day later Juan suggested I identify a pair of socks I’d like as a replacement (free - no shipping), or if I preferred, a Bombas gift card?
  • I selected my preference, and the new pair arrived within a week.
  • The last line in Juan’s email was – “Hopefully, you’re happy with this outcome.  If not, simply reply to this email and we’ll make it right.  That’s our Happiness Guarantee.”
  • I am not making this up – The Bombas “Happiness Guaranteeprotects socks I’ve purchased against “growth spurts, hungry dogs, squirrel theft, sock-eating washing machines and dryers, and lastly alien abductions.” 
  • It was signed, “Your Friends at Bombas.”
  • No surprise, a day later I received a survey asking about my experience, and I praised the team (and, am now writing about it!)

I don’t know anything about the Bombas culture, environment, reputation and don’t know a soul who works there.  One of their marketing claims is that they donate one pair of socks for every pair purchased and my sense is this differentiation has been very helpful in growing their brand.  What I am 100% CERTAIN of is that I’ll buy from them again and gladly spread the word.

Is this what customer service looks like in your operation?  Are customers writing about, referring and raving about you?  On a scale of 0 to 10 how willing are they to recommend what you do or make or distribute?  Is that number growing or declining?  What are you doing to ensure you get more 9’s and 10’s?

Whether you are peddling news and information or skin cream or wedding rings, satisfied customers who sing your praises are a blessing.  Can I get an AMEN?

Happy St. Patrick's Day to all!

 
 
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