Happy New Year to everyone!!
I wanted to follow up with you since my last post about K&G and my experience. If you didn’t read my last post. Here it is:
I am happy to report that my check was delivered today by way of FedEx. I am pleased that K&G delivered on their promise of making the customer whole. In a book I read (Amaze Every Customer Every Time – Shep Hyken) it talked about the $5 dollar life boat. Basically, a customer service environment is given the authority to issue up to $5 dollars to make a bad customer experience right again. Now this can vary from company to company and the monetary amount can differ. It might not even be a monetary fix. Just having the customer service front line in a position to make things happen. Which in turn makes an unpleasant experience pleasant once again.
K&G has set me back on track where I am now pleasant and look at them as a favorable company to do business with. I would hope that going forward my experience is shared with their customer support staff and the retail stores to show how to properly correct a bad experience so that the customer is made whole.
Thank you once again K&G for taking the time to put yourself the customer’s shoes so that you could make them whole.