Arthur writes:
HONOR TO WHOM HONOR IS DUE
Customer service is broadly at a very low level. Most of us could spin out 100 stories of absurdly bad customer service.
Against the pervasive backdrop of a poor labor pool, abysmal lack of training by management and deliberate corporate policies to make customer access more difficult, there are the occasional stellar performers.
Sweetwater.com is a electronics supply house. We use them for all sorts of gadgets. Sometimes it is a generic stock item. Most of the time, Megan has to talk to Jason Koon and say, “I am trying to do THIS. Is it even possible?”
He asks a few incisive questions, shows her two or three ways it can be done, and then processes the order.
Their search engine ad says:
Discover The Sweetwater Difference! Unmatched Customer Service & Free Shipping. Free Expert Tech Support.
It is ALL true.
The precision with which they address our technical issues, giving us SIGNIFICANT free coaching is impressive.
The speed with which they get products out the door is amazing.
And the accuracy of billing, packaging and delivery is the best of all our vendors.
We had a small glitch in our electronics and on Monday Megan asked if she could replace a component before it completely crashed.
Midday she placed the order. Today, Wednesday, FedEx delivered it with panache.
All of that bespeaks exceptional systems that are carefully watched over by some wise manager.
But the personal touch is over the top. I called and placed an order once.
Before Jason filled the order, he had to ask about Megan. Was she still here? Was she OK? He found her very easy to work with and was a little put off when I called. (I am not Megan!)
As many thousands of customers as Jason deals with, that is simply impressive.
Join me in sending some blessings their way. A wonderful company to do business with.
And if you ever need an electronic widget of any sort I encourage you to send some money their way.
They are real.
And they didn’t pay me for this and don’t know I am writing it.
I am authentic too in my praise, and never for sale.
This is evidently a for-real company. And Arthur always gives polished and unembellished real commentary. If he, as a businessman and a consultant, says you can bank on a company, then do so.