3 Who Did It Right: A Year-End Customer Service Salute

I’ve spent some time on bad customer service lately — Best Buy, Ocean Marketing and Penny Arcade, and, of course, SuperBookDeals have offered plenty of material.

So it’s only fair to salute three companies — two national, one local — who did some small things that made things just a little bit nicer. In December alone:

  • The folks at the Lloyd Center Mens Wearhouse in my hometown of Portland called me last week to remind me that I had a $150 credit that would expire at the end of the year. Yesterday I went to the store and burned $149.49 of it.
  • ZipCar sent me an email reminding me that my drivers license was about to expire. I’d received a notice from the Oregon Department of Motor Vehicles about a month ago, and had forgotten about it. Since I’m a ZipCar member, they had my license info on file. Somebody was smart enough to realize that this kind of reminder would be quite valuable, and made it part of their automated database program. My license is now up to date.
  • And finally, a thank you goes out to Phil Schlaadt, who runs the Portland MyDoor Dry Cleaning franchise. MyDoor does dry-cleaning pickup and delivery, one of the great time-saving inventions of modern life.

    Phil Schlaadt had given his customers plenty of warning that there would be no pickup or delivery the week after Christmas. At least one of his customers (umm… Phil Bernstein) had forgotten this until late last week. I emailed him asking for a recommendation for a cleaner who’d be open.

    He had one, and went me one better — he picked up my bag of laundry last Friday and dropped it off for me at a local shop he uses. Yesterday I went by that shop and picked my laundry up. Crisis averted.

Yes, Virginia, there are people out there doing it right, and they don’t get nearly enough credit. Thank you, and Happy New Year — see you in 2012.


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