Impact Learning Systems


Customer Service Fit for a Queen Peggy Carlaw

crown Customer Service Fit for a QueenE-gads, yikes, OMG, gasp…my Fit­Bit is broken!

In the last year, I've grown to love my Fit­Bit. For those of you who aren't aware of what a Fit­Bit is, it's like a pedome­ter on steroids. It tracks my steps, tracks my sleep length and qual­ity, synchs with my PC, ana­lyzes my food calo­ries and nutri­ents, and allows me to com­pete with myself and my friends. Basi­cally, it's my per­sonal coach and keeps me on a healthy track. So, you can imag­ine my dis­may when I dis­cov­ered it was bro­ken. Although it still does the job it's sup­posed to, the case is cracked at the top and I know it's only a mat­ter of time until it's, "Say­onara, Fitty." I bought it last June. Was it under war­ranty? Would I need to buy a new one?

Last night I sent off a photo and my receipt to Fit­Bit to ask what I should do. The next morn­ing I received the fol­low­ing mes­sage from Arlyn at the Fit­Bit Team:

"I'm very sorry about your Fit­bit. We would be happy to give you a com­pli­men­tary replace­ment. In exchange, may we ask you to tell us a bit about your expe­ri­ence with Fit­bit? We are try­ing to under­stand how peo­ple use and inter­act with Fit­bit so that we can cre­ate a bet­ter prod­uct. We would also like to hear any other feed­back you might have, both pos­i­tive, neg­a­tive, and fea­ture requests.

You should be receiv­ing a ship­ping label that you can print out from FedEx to ship the defec­tive model back along with the acces­sories and while you are doing that we will be ship­ping a replace­ment unit out to you to min­i­mize the time you go with­out a Fitbit.

Again we are sin­cerely sorry for the incon­ve­nience and please let us know if you have any fur­ther questions."

Accord­ing to John Good­man of TARP fame in his recent book Strate­gic Cus­tomer Ser­vice, "In almost all busi­ness sec­tors, a cus­tomer who com­plains and is sat­is­fied by the res­o­lu­tion of his com­plaint is actu­ally 30 per­cent more loyal than a non­com­plainer and 50 per­cent more loyal than a com­plainer who remains dissatisfied."Add me to your sam­ple size, John. I didn't even com­plain, just ques­tioned, and I now love Fit­Bit even more than I did before the darn thing broke. Why?

  1. They didn't make me wrong. Although I indi­cated in my e-mail that I hadn't dropped it or stepped on it, I'm sure they have some ques­tions about what might have hap­pened and how I might have con­tributed. But they didn't go there.
  2. They asked me about myself. Who's more impor­tant than me? OK, maybe you. But you get the idea. I'm happy to tell them all about my Fit­Bit use, what I like, and what I think they can do bet­ter and all that. Good step in build­ing rap­port! I was so happy that some­one cared, I gave them all my phone num­bers in case they wanted more infor­ma­tion. I'm now a totally loyal cus­tomer nd want to help them be the best they can be.
  3. They trusted me. They didn't wait to get my dam­aged Fit­Bit back before they sent me a new one. Is that a risk? Sure. Some per­cent­age of the peo­ple might not return theirs. But being trusted by a com­pany is so rare these days, that it really makes them stand out. I feel like an adult—like I'm a good per­son who deserves to be trusted. I am, but it's nice to be validated—and by a com­pany no less!

Take a look at your own return pol­icy. Does it elicit loy­alty like this? Does it make your cus­tomer want to tell the world about your com­pany and how great it is? If not, why not?

So Arlyn, you go girl. You and your com­pany done good. OK…gotta go pack up my Fit­Bit so I can get it back tomor­row, just like you're trust­ing me to do.

Peggy Car­law is the founder of Impact Learn­ing Sys­tems, a lead­ing train­ing com­pany spe­cial­iz­ing in improv­ing com­mu­ni­ca­tions between front-line employ­ees and cus­tomers. Peggy is co-author of sev­eral books pub­lished by McGraw-Hill, includ­ing Man­ag­ing and Moti­vat­ing Con­tact Cen­ter Employ­ees and The Big Book of Cus­tomer Ser­vice Train­ing Games.
3 Customer Service Fit for a Queen
Peggy Carlaw
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  • Gayle

    I pur­chased my Fit­bit end of Jan­u­ary, 2011.  In Novem­ber I lost my tracker.  I am really upset about this as I miss it so much.  When I started the pro­gram I tracked my food, sleep and steps EVERY day. Could some­one help me to get in touch with cus­tomer ser­vice. I really want to replace my tracker.   I have inves­ti­gated this and have not had any suc­cess.  I'd be eter­nally grateful.

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