Customer Service is #1 – SkinYourSkunk.com

Over at SkinYourSkunk.com, I push everyone to understand that business is about people…not just profits.  So let me tell you a short story.

Michelle ordered a guitar skin for her son’s guitar for Christmas.  We proofed it, printed it and shipped it overseas to the customer.  After a few weeks it hadn’t arrived and the customer thought it would be too late for the skin to be applied in time for Christmas.  There is a long story here that I won’t get into it…lets just say that was a BIG problem.

I decided the right course of action was to reprint the skin and send another free of charge instead of wasting time tracking down the original package.

I received the following email from Michelle today:

Mark,

Well i don't know how, but the skin arrived late yesterday. I have put it on, looks amazing, just made it in time the music store has agreed to string it, took it too them today, had it arrived Monday i would not have been able to get the strings put on the guitar. They thought the skin looked amazing also and wanted to know where to get them , I informed them that it is a company in US where the customer service is faultless, they have asked for the website so will be taking it in to them Monday when i collect the guitar.

I will be recommending you to all my friends. Your service has been outstanding, like i said, i never expected another to be sent given the fault was not with you, but none the less you did send it. If the other one shows up at my doorstep would you like me to post back so you may be able to use in another order down the track ? I will send you a photo when i get the guitar back. My son is going to be so happy and have the coolest first guitar making him the envy of all his mates. Best still  having something that helps him feel close to his father on Christmas day you just can't put a price on that. thank you so very much !!!!! I have book marked you web page and if i ever need a skin again I will be coming straight to you. Mark you run a great business and a great service with great products!

Michelle

I told Michelle to keep the other skin, or pass it along to a friend instead of shipping it back.  So yes…I am proud of our decision and wished to share this email.  And yes, this cost me about $35.  But…a company, regardless of size should always treat customers like this, because THIS is how we all wish to be treated by companies.  Especially this time of year, with Christmas less than a month away…remember others, as much as you remember yourself and family.