The Best Customer Service We’ve Ever Seen

Here at ModSquad, we’re all about delivering sterling customer support for our clients. So we know great customer service when we see it. There’s a lot of press about companies that have CS fails, but we thought it would be nice to pay tribute to some who’ve shown us how much they value our patronage. Check out these real-life tales of fantastic service.

I am a Lands’ End loyalist. Here’s why. I bought one of their winter coats for my daughter last year. We each loved this thing — it was warm, pink, the whole nine yards.

This year, I went to our winter gear box and took out our coats. Each one received a solid washing, with extra TLC to hang dry. But my daughter’s coat had this light gray film that just wouldn’t budge. I tried every cleaning tool under the sun. Crickets. Zilch. No dice. I called Lands’ End and was told that I could return the coat, no problem. One year after our purchase, with no receipt, they gave us a new coat with no questions asked.

As a working mom with two little kids, Lands’ End gave me another tool in my Type-A Organized arsenal. I can buy any of their products at any time and be guaranteed to have a backup plan. If a zipper breaks or something shrinks too much, I can return it.  This assurance speaks volumes for me and my family.

—Blagica Bottigliero, VP of Digital Media

One December, with flu season approaching, we stopped at a local Walgreens. My husband and my son have chronic illnesses which cause them to have compromised immune systems, so flu shots are a must with us. We wanted one for Mom, one for Dad, and a flu mist nasal spray for each kid (they’re big babies about shots). They were out of the flu mist for my kids, so the helpful pharmacy tech called around to other Walgreens pharmacies, without success. He then called non-Walgreens pharmacies. He was really trying to be helpful! I tried to bribe my kids to get the regular shots, but no luck. We left with only half the family protected.

I tried to find the flu mist myself, calling 20+ pharmacies. Everyone was out of it, including the pediatrician. About a week later, I received a call from the Walgreens pharmacy tech. He was calling to tell me that a nearby Target pharmacy had four mists in stock. Turns out his wife works at that pharmacy and he put two on reserve for us. I was so appreciative and grateful. That is the best customer service I’ve ever received.

—Gina Miller, Director of People Ops

L.L. Bean is a terrific company. I have the Bean Visa card, which means I periodically get rewards money from my purchases. I got a call from Bean telling me I had $70 in rewards dollars that would expire next week. They asked whether I wanted to place an order. Some of the members of my family needed clothing, so I placed an $85 order that wound up only costing me $15 (with free shipping). This was all because the company called me to remind me I had rewards money about to expire. Now that is excellent customer service!

—Steve Henry, VP of Interactive Services

I bought a Rockboard scooter, figuring I’d use it to commute to work, which I did for a while. But a small part on it broke — probably a $10 piece at the most — which I needed to use the scooter. I went on the Rockboard site, but this was before they had their parts store set up online. Since the scooter was under warranty, I e-mailed them, told them how much I liked the scooter, and explained what was wrong, with pictures.

I thought they’d just send me the part, or at least tell me how to purchase it—that alone would have been above and beyond for me. But they reached out and asked for my address and sent me a brand new scooter. This is a $150 item, and a heavy one, so shipping couldn’t have been cheap. I wouldn’t expect this now, since their parts store is operational, but it was a really great experience.

—Matt Hostler, Account Manager

I am a fan girl of companies like Virgin America. They have the 360 of customer support, from the quality of interactions I have with the attendants, to the pride they take in their airplanes, to my pretend (totally in my head) BFF relationship to their all-knowing social media entity.

Listen, if I’m tweeting about your company positively – and your social media team can come back to me with a personalized, thoughtful response (and sometimes with a bit of mirth/joy in the tone), I cannot be anything but giddy as a repeat customer. ‘They noticed me, ooOOooo.’ Twitterpated for sure. I always ask clients, “what do you want your customers to feel after an experience talking to our staff?” Create an intended experience, craft a persona, create expectations of a thoughtful human rapport. I’m a tough cookie, but a little attention from the things I spend my time with, or my money on — and you’ll snag my customer loyalty and heart every time.

—Izzy Neis, Director of Digital Engagement & Strategy