From our most recent Marketing Leverage Times newsletter:
Wes Trochil of Effective Database Management in Hamilton, VA tells us why he won’t be leaving home without American Express:
“I lost my wallet and had to replace all my credit cards. I called American Express and they said, without my asking, ‘We’ll UPS the card to you for arrival tomorrow.’ This was good, since I was going on a business trip a day or so later. Both my Visa cards came 7 days later. Visa never even asked if I wanted the cards sooner, much less offering this as standard practice. Guess whose card I’ll use?’
My wife had to return some things to Target. She had bought them on the credit cards I lost, so she didn’t have the card, and she didn’t have the receipt. The store said ‘Sorry, we can’t refund you or credit you.’ So she insisted they call the manager, who still said no. Then she insisted they call the corporate headquarters, who asked ‘Do you have the old credit card number?’ She said, ‘I can get it.’ She did, gave it to headquarters who told her to give that number to the cashier, who then gave my wife a gift card as store credit. My wife’s response (after arguing with them for 10 minutes prior), ‘Now that wasn’t so difficult, was it?'”
We agree with Wes. These things shouldn’t be so difficult. Why not start with employees doing the right thing?
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