A while back, I wrote a post about companies I’d had experience with on Twitter – the good, the mediocre and the bad. I got some feedback from three of the companies I mentioned, plus a comment from a guy named Adam Waid with a much worse experience. Now that I’ve had another interesting interaction with a company on Twitter, I figured it was time for another post.
I bought myself a new Bluetooth headset about a month ago, after losing my previous one. I probably use it for a total of 1 hour a week, at the most, and I don’t walk around the mall with it on my ear as a fashion statement. So I went to Best Buy and found a low-end Jabra (BT2070) for $29.99, I think. After getting it home and trying it for a while, I just couldn’t get it the speaker part to stay in my ear. It kept falling out so I had to hold it in with one hand to hear people, which kind of defeats the point of a Bluetooth headset.
Not feeling like driving up to Best Buy, I posted a message @Jabra_US asking if I was doing something wrong or if they had any tips. Within an hour or two, I was trading messages with Wayne (part of the @Jabra_US team). Wayne did some research, asked me a couple questions, and finally sent me this DM.
Effective, friendly, personal communication - perfect.
So I sent him my address, not sure what I’d be getting. We traded a couple more messages, including one after 11 PM (Wayne, you work too hard!). And then a package arrived with a brand new, Jabra BT2080 arrived at my door – a much nicer headset that costs almost twice as much at Best Buy. Wow. They sure didn’t need to do that. They could have apologized and recommended I take it back to Best Buy, and I would have thought that perfectly reasonable and been fine with it. But instead, they went above & beyond with fast, friendly service, they took care of my problem, and they’ve now got a customer who will recommend them to others and probably not buy another brand in their category ever.
To the @Jabra_US team (especially Wayne), I say, as a consumer, thank you! And as a marketer myself, I say, thank you for another example of a company that truly “gets it.”
Jabra did not ask me to write this post or do anything in exchange for the replacement headset; I’m posting this because I’m suitably impressed.
