Hall of Fame: Amazon Delights Cultivating Loyalty From This Customer

Amazon claims to be the Earth’s most customer-centric company.  If Amazon were like just about every other company this claim would be just a marketing slogan – deceitful, empty at best. However, Amazon isn’t like just about every other company.  It’s exceptional in that the folks at Amazon get what it takes to cultivate, keep, even grow that particular emotional bond, which I say lies at the heart of loyalty, with customers.  Of what do I speak?  Allow me to share my story with you.

During December 17 I bought presents, some of them from Amazon.  One of the presents was electric toothOralB Smart4 4000Nbrush for my oldest son.  Whilst my son can do with a new toothbrush he doesn’t want this one. He didn’t even open the packaging. He Googled it and found that it’s not the most expensive one.  So the task of returning it fell to me.  And as I have returned stuff to Amazon before I was expecting it to be straight forward: click on order, select item to return, print out return labels, and drop-off at local post office.

To my surprise it didn’t turn out that way.  I found myself annoyed and angry: why isn’t Amazon allowing me to return an item which is within the return period, and which hasn’t even been taken out of its packaging?  What kind of sh**t is this!  That was my emotional state especially as Amazon didn’t tell me why I wasn’t allowed to return it. I was asked to click a link which took me to a return (home) page which I found unusable – as it wasn’t evident which item on that long menu (of items) I should click.

When I know I’m in the right I tend to be dogged in pursuit of my goal. Luckily, Amazon, offered me the ability/opportunity to speak to an agent.  So when option 1 (looking at the Returns page) didn’t work out, I selected option 2 (live chat with an agent).

“Why are you not allowing me to return this given it is well within the return period, never used, not even taken out of its packaging?”  That was the starting point of the chat. Once, I provided order details and specified the item, the agent told me to give her a minute or two to look into the matter.

Have you had the experience of jaw dropping moments?  The first one occurred when Amazon (website) told me that I couldn’t return this item. The second one occurred when the agent came back with “We’ll refund you for the item and you can keep the item – no need to return it. Is that OK?”  My experience?  “Shocked. Delighted. Grateful. Puzzled. What the fork is happening here?”

My response to that agent was along this line: “I’ve been an Amazon customer for a long time. I buy regularly. And Amazon has always been fair to me.  I wish to be fair with Amazon.  Honest, the toothbrush has NOT been used. It’s not even been taken out of its packaging. I am happy to return it so that you can resell it.”

The agent’s response? “We’re happy for you to keep the toothbrush and to give you the refund you have asked for……”  I had another go at returning the toothbrush. She wasn’t having any of it.  I relented. And something was present that I needed to express. What was present?  Gratitude!  How did I express this gratitude?  I asked the agent to give me the refund as an Amazon gift card rather than a refund on my credit card.  She asked “Are you sure?” and I replied something to the effect: “Yes, I’m sure: I was brought up to reciprocate – to repay helpfulness/kindness with helpfulness/kindness.”

Please get that I am fortunate.  The monetary value of this toothbrush is pennies. I will go and spend double-treble this amount taking out an acquaintance (dying of liver cancer) for lunch in an hour or so. And I am so grateful – so grateful!  Grateful for what?  Grateful for the way I was treated.  Think about how I was treated.  How often are you/me treated in this way?  It’s rare isn’t it?  To be able, easily, to get through to someone helpful. For that person to, swiftly, get you/me to our desired outcome. And then on top of that be given a gift.  Wow!

So here I am on my Sunday doing that which occurs to me as the final act of paying Amazon back for its helpfulness / generosity.  That’s the power of cultivating gratitude by treating customers (employees, suppliers, distribution partners…) right.

I leave you with this question:  Is the way that Amazon shows up and behaves towards its customers (decency, fair treatment) rocket science?  No?  Then why is it that other organisations don’t show up in this manner?  Is it because those who lead/direct/manage these organisations lack heart?  Or is it that these folks are self-centred and only focussed on the short-term – this quarter/year’s results?  How the fork is technology (CRM, CX, digital commerce…) going to do the job of the heart – having/putting into play a big heart?

Thanks for your listening to my speaking.  I wish you the very best for this year – may it be the best year, yet, of your existence.  Until the next time….

Maz Signature

Hall of Fame: Why I Am Willing To Buy From And Recommend Tesco Mobile

Honouring One’s Word v Keeping One’s Word

As a ‘graduate’ of Landmark Education I came across many valuable distinctions.  One of the most powerful of these distinctions is this one: honouring one’s word. Notice, that honouring one’s word is not keeping one’s word.

When one operates from a stand of ‘honouring one’s word’ then one cleans up the mess that occurs or is likely to occur when one does not keep one’s word.  And one does so gladly as one values the other, values the relationship, and values one’s word as one’s self.

Tesco Mobile Honours Its Word After Having Not Kept It

What has this to do with Tesco Mobile?  You may remember that it occurred to me that Tesco Mobile had not treated me fairly given the situation I found myself in. And the way that I had sought to work with Tesco Mobile to come to an amicable resolution – one that was fair and worked for both Tesco Mobile and myself.  I wrote up my experience in the following post: Why I Will Never Buy Anything From Tesco Mobile Again!

Several days after writing the last post, a helpful chap (Niky McBride) from Tesco Mobile contacted me.  We spoke on the phone.  And the phone call ended with Mr McBride promising to look into the situation and find am amicable solution for all.

I had my doubts.  One part of me expected that Mr McBride would come back and tell me that he had looked into the corporate policy and he could not help me. The other part of me expected that the best offer would be along the following lines: you can terminate the contract by paying up the remaining amount on the cost of the iPhone and this months airtime-data fee.

Instead I received the following offer:

Dear Mr Iqbal

Thank you for your time over the phone today.

As discussed, we are unable to offer tethering on iPhone at present. As a resolution to the matter, we’re happy to:

1. Allow you to return the handset so we can cancel your contract without Early Termination Charges
2. Allow you to pay for the handset so you can keep this and use it on another network that supports tethering

Please let me know which course of action you would prefer so we can bring this matter to a resolution for you.

Kind regards,

Niky McBride (Mr)
Customer Service Executive
Tesco Telecoms

After consideration, I chose to return the handset and cancel the contract.  In part, this was because I wanted to see what my experience would be like if I did decide to return the handset.  Would it be easy or difficult?  Would I find that despite Mr McBride’s promise, I would find that the right arm didn’t know what the left arm was doing. And so I would find myself charged for cancelling the contract and returning the phone.

The return process turned out to be remarkably easy.  I was sent clear-helpful instructions on how to go about returning the iPhone. And on the appointed day-time, the courier turned up to pick up the iPhone.

Somewhat later, I got an email informing me that I would be charged something like £800+  for the early termination of the contract.  So that which I had envisaged had come true: the right arm did not know what the left arm was doing!  Just as I was about to consider my options, I found myself disarmed with the following email:

Dear Mr Iqbal

I am writing to prevent any concern, as there has been a charge applied to your Tesco Mobile account for the iPhone handset you returned. Please however, rest assured that we’ve asked for this balance to be cleared so you will not be charged.

This email is confirmation that you will not be charged.

Kind regards,

Niky McBride (Mr)
Customer Service Executive
Tesco Telecoms

Did Mr McBride live up to his promise?  Did he keep his word?  Here is an extract from the email that I wrote:

Dear Mr McBride,

I have just received my credit card statement and find that you have been true to your word …. I have not been charged by Tesco Mobile.

….. I thank you for all that you have done on my behalf. I find myself wondering what kind of world you-I would find ourselves living in if enough of us were to show up and operate in this world in the way that you have done – in helping me come to an amicable-just resolution……

It occurs to me that a great way for me to repay you is to thank you through a follow up post. You have done right by me. And now it is my turn to do right by you, and Tesco Mobile. If you are in a position to email me a photo of yourself, your team leader, or your team then please do so, and I will include it in the post……

At your service / with my love and gratitude
Maz

Does Tesco Mobile Now Offer Tethering On The iPhone?

Allow me to close out this post by dealing with the issue of tethering on the iPhone. Why?  It was the lack of tethering that drove me to look to end my relationship with Tesco Mobile.

Two readers have written to let me know that Tesco Mobile is now offering tethering.  I am assuming that this means that Tesco Mobile is now offering tethering on the iPhone; they were already offering tethering on other phones including my daughters £60 Samsung phone which made me see red as I had paid £660 for the iPhone 5s 32GB and could not get tethering when I needed it for work.

I cannot say whether Tesco Mobile is or is not offering tethering with the iPhone.  My recommendation is to check this before you enter into a contract.  Or to check it out as soon as you receive your iPhone. Why?  Because you have 14 days to return your phone and cancel the contract.  I believe this is a legal requirement when buying stuff via the internet.

What I can say is this: I find myself willing to buy from and recommend Tesco Mobile.  Why? Because Tesco Mobile, through Mr McBride, honoured its word to me as a customer. And that is all that I ask of any person-organisation that I do business with: honour your word.