Several years back, I bought some expensive snowboarding gloves made by the company Marmot. They worked great keeping my hands warm and dry all day on the slopes. But after my first day out with them, I lost one in the parking lot when packing my gear back in the car at the end of the day. I didn`t discover this until I got home when I remembered dropping it while loading my board on the roof rack. Since I was busy, I forgot to pick it up. It was completely my fault and I was so mad at myself for losing one new expensive glove.
I called Marmot and told them the truth about my negligence. The glove I happened to lose was the one with the tag. The remaining one had no model number so I could only describe the glove that looked so similar to other models they have (black).
While I was on the phone with this very friendly customer service guy, he contacted the warehouse to see if they had some extras, then put me on hold so he could literally go over there to get it, came back and printed up a shipping label and said it would go out in tomorrow`s mail. They GLADLY and QUICKLY replaced the glove and it wasn`t even their fault!
Wait, it gets better. It came in the mail and was the wrong model. It was only a shell and didn`t have the comfy, warm inner glove. I called the guy back and explained. Through deduction now, we figured out the right model glove I needed. They didn`t want me to send back the shell glove and they sent me yet another replacement. It was the right one.
Marmot made an excellent impression on me. They were friendly, fast, very accommodating and went way beyond what I would have expected since losing the glove was my fault. They knew I liked the product and they wanted to keep me as a customer. It worked too because I still use those gloves. I have since bought other Marmot outdoor gear and every time I do, I think of what a great company they were when I was gloveless. And here I am saying great things about them!
Make a good impression by helping customers in need (your fault or not) and you can keep them for life.