It's been a tough year. For all the upsides new systems offer, there are always hurdles, and we hit a lot of them. But now, thanks to those systems, we are able to offer impacted customers a specific-to-them offer to try and regain their trust. We are grateful for customers like Lindsey who not only understand the struggles and work to overcome these issues, but also our heartfelt apology to all our customers who support our local, employee owned company! ❤️
On the surface this may look like a standard coupon mailer, but as I picked it up, I noticed something more - an extraordinary feat of #customersuccess. An actual #acknowledgement and #apology for delivery delays caused by an internal systems upgrade, with an offer to make it right. Every company eventually has to perform maintenance or upgrades to their technology, and we’ve all seen or experienced recent instances of these routine activities gone horribly awry, but the differentiator here is not whether something goes sideways, but how you handle it when it does. Will you emerge on the other side without a spike in customer churn? Kudos to Gardener's Supply Company for getting it right! #customersuccess #plantnerds