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Feb 12
1

In Loving Memory of Marley

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By: Guest Blogger Todd Fassnacht

So you think good customer service can’t be found anymore. I have news for you…

We have two unopened bottles of medicine for Marley, my recently deceased dog, sitting on our counter, what to do? They were mail order so I might as well just toss them, right? Well my wife sends off a e mail to the company letting them know we do not need any future shipments (we are a regular customer with same meds every month) and explains why. She decides to ask what they think we should do with two unopened bottles….well they answered back how sorry they were to hear of our pet and then issued a full credit for the meds ($54.00) and told us to donate them to a local animal shelter…WOW! I think that is incredible and I will be sending them a hand written  note with a picture of our pet – and I will make sure all of my pet meds only come from them.

Way to go www.1800PetMeds.com!

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This entry was posted on February 1, 2012 at 7:41 pm. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

Posted in Customer Service Todd Fassnacht by Todd 1 Comment

1 Response to "In Loving Memory of Marley"

  • Todd Fassnacht says:
    February 2, 2012 at 9:35 am

    Jeff, thanks for sharing. It is not a big story nor a big dollar amount, but it is a huge step for a company to actually do something with out being asked to. Maybe even more importantly, doing something without first asking the customer to take some action (ie send a copy of purchase, send material back, contact our such and such dept etc..). We have all become so numb to quality service that we just do not expect it anymore and that alone is a very sad statement. As sales and manager professionals it is up to us to raise the bar at all times for all people “just because”. It should never be about “us” but rather always about “them”.

    Take care, and always be a “good finder”
    Todd

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