If you want an example of how to create loyal customers, check out a company called Bushwacker (http://www.bushwacker.com).  They get it!

My wife put fat tires on her Jeep Wrangler and found that because they stick out way beyond the fenders and we live on a muddy county road, her Jeep was always covered with mud.  She decided she needed some wider fender flairs and after shopping around settled on Bushwacker’s Extend-A-Fender type flairs.  We purchased them from a Bushwacker on-line dealer and were quite happy with the price and delivery time.

The flairs came with a rubber molding that is to be attached around the edge of each flair where it meets the vehicle body.  For some reason we received only enough of the molding to trim three of the four flairs.  I called the customer service rep at Bushwacker in hopes of getting some more molding.  Here is what transpired:

1)  I got a real, live person on the phone within less than 2 minutes.

2)  She was very polite, pleasant, apologized for the shortage and offered to ship out additional molding right away.

3)  Without being asked she offered to ship it FedEx and include some additional hardware, just in case I should need that as well.

4)  Less than 48 hours later the additional parts arrived at my house.

And that AT&T is how you develop and keep loyal customers.

This entry was posted on Wednesday, October 21st, 2009 at 11:53 am and is filed under Leadership. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.