Recently, a colleague of mine at Tommy Hilfiger forwarded me an email from www.diapers.com, which had been forwarded to her from the original recipient, who felt a need to share it because he was (appropriately) impressed. I of course shared it with a bunch of people, have talked about it, and now I’m posting it on my blog. Amazing how this digital age works, huh?
The email speaks for itself. Here you go:
Dear Diapers.com Customer,
Thank you for ordering with Diapers.com. Unfortunately, we have discovered that your most recent shipment, for order # —, has been delayed and is now expected to be delivered 1 business day later than expected.
Please accept our sincere apologies for any inconvenience this may cause and our thanks for your patience. For your inconvenience, Diapers.com has added a $5 credit to your account which will be automatically applied toward your next order.
As always, please feel free to contact our friendly Customer Care team by phone (toll-free, 1-800-342-7377) or by email (email@example.com) if you ever have any questions, comments or suggestions regarding our service. We’re open 24 hours a day, 7 days a week.
Thank you once again for both your patience and your business.
Customer Care Team
Wow. Talk about turning a lemon (delayed shipment) into lemonade (an opportunity to delight a customer). Okay, so first order of business is to place an order at www.diapers.com!
Second order of business? Learn from this by exploring those elements in our own customer experience cycles that could risk annoying our customers, and then consider those as potential areas to make our customers say, “Wow.”
Third order of business? Wait for it, because when customers say wow about your brand, it gets back to you.