I wrote a while ago we should be ready to pay more for good service. I have an example to share today.
I bought a file cabinet from the office products store Staples a few years ago. I only used it for storing random things, not files. As such, I didn’t install the rails for hanging file folders. Now I want to use it for files, but I can’t find the rails. Maybe I threw them away thinking I would never use them. So I called Staples and asked if I can get the rails somehow.
I didn’t know what to expect but I thought I would try. "I’m sorry, but the rails only come with the cabinet" would be a reasonable answer. Or it could be "We don’t have the rails. Here’s a phone number for the manufacturer." I would be happy if they tell me "We sell the rails for $4.95 a pair. Would you like to order them?"
After I explained the situation, the customer service rep put me on hold a few times while he checked with others. Then he told me he arranged to have the rails delivered to me for free.
That’s exceptional service in my book. How often do requests like mine come up? I doubt very often. Solving such an edge case requires a substantial investment in computer systems and front line customer service agent training. The system has to be able to look up past purchases to locate the product I was talking about — I didn’t have the item number or exact name of the product. To me it’s just a file cabinet. The system has to find the associated accessories for the product, taking into consideration any model changes over the years. And finally, what’s the point of making all the investment when Staples doesn’t charge for the replacement rails?
You bet I’ll be a loyal customer of Staples. Among the three major office products chains, Staples, Office Depot, and OfficeMax, the prices are competitive anyway. Staples’ exceptional service basically comes for free.
Say No To Management Fees
If you are paying an advisor a percentage of your assets, you are paying 5-10x too much. Learn how to find an independent advisor, pay for advice, and only the advice.
Doctor Stock says
I recently bought a chair from Staples… the best part was, it was already constructed for me at a $20 cost. Although it cost me for the prebuilt chair, they gave me the extra warranty for free (a $19.99 fee). So, in the end, I took my chair home, sat in it immediately, and save myself the frustration of putting it together for a penny!
ameridan says
My experience with IKEA is very similar. My daughter lost a leg for a couch from IKEA and when I went to the customer service center in the back to buy one, they handed me the leg and wished me a good day!
You know where I’ll be going when we’re in the market for “mod” items that IKEA always seems to carry. Good service goes a long way!!!
Raj says
I love Trader Joe’s for a similar reason. The stuff is reasonably priced, not too expensive and not too cheap, but the service is way better than most places.
In the US, it has been a race to the bottom in terms of price, and guess what, something had to give, and that was service. Look at all the long lines at Walmart, Kohls, Shoprite, and so on. Or Comcast and Verizon and DirecTV for saying they will arrive any time between 9 am and 2pm and you got to wait at home for them to arrive.
When I first started working in the US, I tried to save money by looking for the cheapest stuff, but then I realized I was paying for it in my time.
indexfundfan says
You obviously have a very different experience from the guy who decided to call himself suckisstaples on fatwallet. LOL.
Personally, I have no good or bad experience with Staples.
Stuart Weissman says
I just took advantage of their free backpack offer. It’s really a tremendous deal. After you buy any of their backpacks (many with free shipping) they send you a Staples Gift Card equal to the value of the backpack through a rebate. I did the rebate online through their website and it took about 15 seconds. You need not even wait for your backpack to arrive.
I agree TFB, excellent customer service all around. They even made the rebate form so it would pull your address data from the order. I’ve never witnessed this before and I’m certain to go back. And not just because I’ll have a gift card to spend there. 😛
Stuart Weissman says
The bag came today. Now that’s service. Free delivery and it arrived in less than 24 hours. That was easy!