Treating Customers Well

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We send millions of emails every year trying to help people. To help us have unique conversations with all those people simultaneously, we rely on a vendor named Exact Target. Around here we tend to push the envelope, and with very few exceptions they’ve been able to keep pace with us every step of the way.

ExactTarget Care Package

Not long ago, we had a service interruption. We use their API to do a lot of different things, and several times over the period of a week, our API requests started failing. We quickly found and used a workaround to get by it the first few times, but when it kept happening we felt like we needed a deeper investigation. After some work, they found the issue on their end, they apologized profusely, and corrected it. Two days later, I arrive at my desk and find a package from them. It included a handwritten note, a $5 Starbucks gift card, and orange-flavored candy. (Everything they do is orange.)

I sent our contact an email thanking them for the gift and got this reply:

Tim, I’m glad you enjoyed the token of our consolation for the recent issues! Obviously candy oranges do not negate the product issues, but we hope it proves our appreciation for your understanding and solid partnership. We also appreciate the feedback and kind remarks – it always helps make a day! Please let us know how we can continue to help and support your team in the future. Best, Megan

Our team strives to super-serve people and we like to build relationships with vendors that do the same.  The way Exact Target handled this situation impressed me. It’s awesome to see things done at such a high level of excellence. I’m so impressed with it that I’m showing this care package to people around our office hoping that we can learn from the example. How does your company super-serve your customers?

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