QVC Tops My List

OK, it's official. The retail equivalent of my Prince Charming is QVC.

I've been a QVC shopper for about a year. I mostly buy jewelry and beauty products (no Quaker Factory here - that stuff scares me). Anyway, since day one I've been totally amazed by their outstanding customer service. From the ease of phone and online ordering, to their no-questions-asked return policy, they have yet to let me down. But today's experience was above and beyond.

Over the weekend I ordered two products from the philosophy line (If you are a fan, check it out. They have amazing values offered no where else). I ordered the Amazing Grace 3-in-1 shower gel and the Amazing Grace hair conditioner. I received the order today. The box contained two separate boxes and the box that contained the conditioner was filled with Styrofoam peanuts. Yet, even with all that packaging the cap to the conditioner was broken off! I was a little bummed. Normally I wouldn't really care, but this is a product I plan on travelling with and without the cap it will spill everywhere. And besides, I'm on a mission. Gotta fill the blog!

So I called QVC Customer Service not really sure what to expect. I thought they might refund the shipping costs ($8.33) or give me a little credit toward a future purchase. In less then a minute I have a live person on the phone and I explain the situation. She gave me two options: #1. Refund the total cost of the conditioner ($23.61) or #2. send me a brand new bottle. I opted for #2, the replacement. Easy enough, right?! Then asked if I had to ship back the broken bottle...and she said "no." What?? No?? I get to keep the perfectly good conditioner in the broken bottle AND receive a new bottle in a few days? For free? No charges? Nope. No questions asked. Wow!

Thanks QVC (and philosophy)!

Is the customer always right? Yes, but....

I came up with the idea for a blog about customer service about six months ago. After several experiences (both good and bad) with different retailers, doctor's offices and online sites, I decided that I would start blogging about my individual experiences (both good and bad) where I would name names and explain what happened to me, an average person/client just going about her life. I work in the Public Relations field and I've always been fascinated with marketing and advertising and how image, reputation and relationships can make or break a company. I'm also very brand loyal. When I find a product, company or service that I like, I'm usually a customer for life and I tell others about how great it is. Same goes for the opposite. When I have a bad experience I usually tell all, too. I actually think that my dream job would be a secret shopper - so I guess that is what the blog sort of is.

To me Customer Service is a fancy label for manners. Just like individuals should have good manners, businesses must have good manners (a.k.a. customer service) to succeed. Sure, I'm just one customer, but I'm giving my time and money to you. And any business without their clients is, well, out of business.

While I was in college I worked for the Nordstrom in Annapolis, MD. Nordstrom is known for their legendary customer service. I loved working there...I loved shopping there...I loved everything about it. I'd go back to work there in a heartbeat, but I have a good career, and besides...the closest Nordstrom to me is about an hour away...in another state. But I love the store, the company and most of all what they stand for.

While I was in new employee training at Nordstrom, we learned the technical basics like how to use the registers, clock in and out, etc., but after that we learned something I will never forget. I received their employee handbook. It was one page. Actually, smaller than one page. It was a 5x7 post card with this written on it: We have only one rule....Use good judgement in all situations. I love this. Nordstrom trusts its employees so much and is so confident that they've hired the right people to use their own good judgement to make the right decisions to represent the company. This is an amazing philosophy for a company to live by and I truly believe it's their secret to success. And it could be the secret to all of our successes if we took the time to decide what "good judgement" really means to us and live by it, too.

We've all heard the phrase "The customer is always right." I don't agree with that 100% (because I've seen the irate person in line at Starbucks getting testy with the barista for no reason) but I do believe that if I'm giving a business my time and money, I deserve to be treated with honesty and respect.

So, after all that, I bring you my blog, Customer Service Snob. Look out world...I'm shopping, I'm dining, I'm living my life and I'm taking notes and telling all.