Hopefully, the Lord has blessed you with Chick-fil-A in your area, but if not, just try to picture an operation where cheerful, efficient, human touch service accompanies food that tastes as though angels made it.
These people get it.
As I told you before, one of our CFA's pioneered a new amazing order process to speed up drive through times.
Well last week, my Starbucks, which is also the highest volume Starbucks in town, tried this out for their drive through. I went and chatted up the employee who was taking orders since I was on my walk and she said that they, too had seen better order times.
Now they are already the highest volume store in town, so they could just sit around and be happy with that. But they don't. They try to make it even better. And they are still the friendliest, nicest people - no human touch gets lost there.
Yesterday, there was a little furry trauma at Casa Blue, which led to my thoughts about service. Maddie Bat has a little virus that's pretty common in cats, which causes her to have eye problems about once a month and I needed some more eye drops. I placed my order with 1-800 Pet Meds, and they didn't fill it because my vet wanted me to call him. He asked that I bring her in so he could see her and talk to me. This of course, caused me great anxiety.
She wasn't jazzed about it either.
But I have to say, she loves Dr. Rafferty, and I've never had a veterinarian who was gentler and kinder to my animals. He's so sweet and always pats her and takes his time with her so she isn't too anxious. No vet has ever been so gentle and loving to my animals and I've had a lot of animals and a lot of vets.
Anyway, he told me that the medication I had been giving her had actually been found to cause an anaphylactic reaction in some cats that killed them in two minutes after they were given the eyedrop. YIKES. So he wanted to change her meds, obviously. He gave me a new medicine, and we were off to restore her spirits after a trip out of her safe zone.
At about 9:30 last night, I remembered to email 1-800 Pet Meds and cancel my order with them. Honestly, I expected it to be days before getting a response or a refund.
Much to my surprise, within ten minutes, I had not only a personal response, but a refund, and a credit towards a future order.
Here's what the email said.
Thank you for your email, Lydia. We hope this email finds you and Maddie doing well today. We have processed your request to cancel your order.
We are sorry that we were unable to complete your order and hope that you will keep us in mind for any future needs.
We look forward to helping you and Maddie again. Please give her a big hug for us.
Please give her a big hug for us??
That is MADE of awesome. As is answering my email at 9:30 at night. I will be a super loyal customer.
It's amazing to me how some companies study and work on the customer experience and some - well, some, er... don't.
I'll stick with the ones that do. :) Thank you Starbucks and Chick Fil-A and Dr. Rafferty and 1-800 Pet Meds for recognizing that I'm a human being. Or, in the case of the latter two, a human being and a beloved furry.
On the stampy front, today I'm honoring a carryover set because I HAVE MY NEW CATALOG! EEP. But wait, first the carryover set - Mouthwatering. I've collected all the citrus themed sets over the years because I'm obsessed with lemon/orange/lime images on cards. Citrus is inherently happy, I think. :)
Ink: Daffodil Delight, Lucky Limeade, Basic Black
Accessories: Rhinestones, Dazzling Details, 2.5" Circle Punch, 1.25" Square punch
I'm sorry to see some of our sets go. If you want them, you need to shop now. The catalog ends on May 31st and the new OMG AMAZING one begins on June 1. :) If you want a giant discount on all the new stuff, they are also rolling out a $99 totally customizable starter kit you can get your paws on right now.
So what's your favorite company? The one that treats you like a human? I'd love to know which one it is and why.