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I want to write here about customer service. I want to rave about the company I deal with maybe once every 4 months or so, who provide the best service I have ever received. It's nothing fancy, it's nothing over the top but genuinely good, caring, thoughtful service.
It's Hotel Chocolat (http://www.chocs.com/).
As I said - simple simple things. I was poking around their site last night and added something to my basket which I had no intention of buying, I just wanted to check out something. I did so and then left the site. This evening, I got this email:
Subject: A message from customer care at Hotel Chocolat
How can we help you?
Dear Mr. Sumner,
Thank you for visiting the Hotel Chocolat website a day or two ago. It's my job to tidy away any unaccompanied shopping baskets on the site, and I came across yours.
I'd hate you to come back to your shopping only to find it's been whipped away rather over-zealously - so I thought I'd check with you first to see if there was a problem with placing your order.
Of course it might not be any of my business at all! On the other hand, if you encountered a technical glitch, or if there's anything else I can do to help, then please don't hesitate to email me, or the team, at service@hotelchocolat.com. Alternatively you can phone us on 0870 444 8384.
Click here to return to the site:
http://www.hotelchocolat.co.uk/cx1/customer_lookup.asp?src=bskt
Thank you for your visit!
Jane Stewart
Customer Experience Team
Call us 0870 444 8384
Open 8am until 9pm
Now, note the tone of that email. Friendly. Personal. Not at all automated, is it? Chances are it will be, but it is well written and feels *right*.
Secondly - you call them out of hours from a normal phone (mobile or landline with number not witheld). You will find that the next day, you get a call back from them asking if you still need help. Now as far as I'm concerned that is just astonishing service. A bit weird the first time it happens, but wow.
Their chocolate tasting club involves you, and makes you feel important as part of the operation. Yes, you're paying for the privelege but you soon forget that! Their website is thoughtfully designed, works in all 3 browsers I use and gives you all the information you need before you add anything to any baskets.
They are just about perfect in their customer service provision. And given that they're working the (extremely) added value market, I guess it's all they've got. The products that they offer are good - but without the service would they be good enough to justify those prices and get repeat custom?
It's Hotel Chocolat (http://www.chocs.com/).
As I said - simple simple things. I was poking around their site last night and added something to my basket which I had no intention of buying, I just wanted to check out something. I did so and then left the site. This evening, I got this email:
Subject: A message from customer care at Hotel Chocolat
How can we help you?
Dear Mr. Sumner,
Thank you for visiting the Hotel Chocolat website a day or two ago. It's my job to tidy away any unaccompanied shopping baskets on the site, and I came across yours.
I'd hate you to come back to your shopping only to find it's been whipped away rather over-zealously - so I thought I'd check with you first to see if there was a problem with placing your order.
Of course it might not be any of my business at all! On the other hand, if you encountered a technical glitch, or if there's anything else I can do to help, then please don't hesitate to email me, or the team, at service@hotelchocolat.com. Alternatively you can phone us on 0870 444 8384.
Click here to return to the site:
http://www.hotelchocolat.co.uk/cx1/customer_lookup.asp?src=bskt
Thank you for your visit!
Jane Stewart
Customer Experience Team
Call us 0870 444 8384
Open 8am until 9pm
Now, note the tone of that email. Friendly. Personal. Not at all automated, is it? Chances are it will be, but it is well written and feels *right*.
Secondly - you call them out of hours from a normal phone (mobile or landline with number not witheld). You will find that the next day, you get a call back from them asking if you still need help. Now as far as I'm concerned that is just astonishing service. A bit weird the first time it happens, but wow.
Their chocolate tasting club involves you, and makes you feel important as part of the operation. Yes, you're paying for the privelege but you soon forget that! Their website is thoughtfully designed, works in all 3 browsers I use and gives you all the information you need before you add anything to any baskets.
They are just about perfect in their customer service provision. And given that they're working the (extremely) added value market, I guess it's all they've got. The products that they offer are good - but without the service would they be good enough to justify those prices and get repeat custom?
tired