10 Outstanding Examples Of Going An Extra Mile In Customer Service

Published: 31-03-2015 by

Nowadays excellent customer service is considered as the biggest merit that a company can earn. It is the attribute that people value more than good price of a product or even more than its quality. This is why entrepreneurs who focus on their clients’ needs and seek for opportunities that take their customer service to the next level are gaining competitive advantage on the market.

On the other hand, social media users love sharing such stories and this is a huge chance for companies to promote their services. The Internet is full of outstanding gestures that brands made for individual clients. And even if you haven’t experienced such customer service in person, you’d still pick companies that went an extra mile for other clients over those who did not.

Read on and check out the best examples of unusual customer service.

1. Samsung

A 26-year old loyal fan of Samsung messaged the company through Facebook handing them that he had enjoyed many Samsung products so far and asked for a free Galaxy S III to replace his old one. In return, he drew a picture of a dragon, especially for Samsung. The company appreciated his effort, sending a kangaroo drawn for just a loyal client.

samsung

samsungPleased customer did not resist sharing the story in the Internet. As it went viral and gained much publicity, the company decided to gift him the requested smartphone with the very same dragon he drew, etched on the body of the phone and on the box.

2. KROSS

krossAnother story concerns KROSS, the Polish company that makes bicycles and bicycle frames. Three young boys decided to collect and save money for dream bikes on their own. They offered neighborly help in housework like putting the garbage out or shopping in exchange for small amount of money. Their attitudes moved the whole country and also the company, that decided to give them new bikes.

3. Gaylord Opryland

Gaylord Opryland hotel knows exactly how to satisfy their repeated customer. Christina McMenemy, who stayed at the resort three years in a row, was entranced with very specific spa-style music that the clock radio at the resort played. She desperately wanted to get similar machine at her place, as every time she got back home from Gaylord Opryland hotel, she missed that light and relaxing music. During her most recent trip to Opryland, she asked the hotel on Twitter where could she get the amazing alarm clock, but it turned out that the machine is made just for the resort.

Gaylord Opryland

Being a little bit disappointed, Christina appreciated Opryland effort and gave up on hunting the dream clock. But to her surprise, when she got back to her room, she found two clock radios next to each other, along with a note saying, “We hope you enjoy these spa sounds at home.”

Gaylord Opryland

4. Ritz-Carlton

You have probably heard of a hotel chain Ritz-Carlton, that gained ground thanks to their great customer service, a family had a chance to experience at one of the Ritz-Carlton hotels. A mother together with her two children spent a few days there on holiday there and when they got back home one son discovered that his beloved stuffed giraffe, Joshie, had gone missing. The boy despaired after the loss, so their parents decided to tell him that Joshie is “just taking an extra long vacation at the resort.” The very same night the Ritz-Carlton service called to tell they found Joshie. Relieved parents asked if the staff would mind taking a picture of the giraffe at the hotel to authenticate a fabricated story. After a couple days parents received a package with Joshie and a bunch of pictures that proved Joshie’s prolonged holiday.

Ritz-Carlton

Like this post? Wait till you see our social listening tool.

Try Brand24 for 14 days, 100% free.

START FREE TRIAL

5. Sainsbury

SainsburyAnother story with a child and giraffe starring is related to the third largest chain of supermarkets in the United Kingdom, Sainsbury. The store sells bread that used to be called tiger bread. The company, though, renamed it after a 3.5-year old girl’s “intervention”. Lily Robinson felt quite confused with this product’s name as it did not resemble a tiger at all, it was more like a giraffe. The girl, with a little assistance from mom and dad, wrote a letter to Sainsbury’s customer service department explaining her worries about the wrong branding. Customer support manager agreed with Lily entirely in his letter, admitting that calling the product tiger bread maybe a bit silly now. Lily’s mother posted whole correspondence with the chain on her blog, unintentionally forcing Sainsbury to change the name of bread to more appropriate one.

6. Lenovo

Lenovo Poland was given an unusual gift by one of its fans. He sent them a “homemade” Lenovo ThinkPad fitted with an old-school computer keyboard. You can admire his work on the picture below (left one). The company appreciated his effort and gift, reciprocating with a brand-new Lenovo ThinkPad.

Lenovo

7. Pizza Hut

This story speaks for itself.  A loyal customer of Pizza Hut restaurants who placed his orders regularly, stopped doing so for while. The Pizza Hut store got concerned about its loyal client and called him asking if he was okay, as he had not ordered from them for over two weeks. To his surprise they offered him a free complimentary “welcome back” pizza. He did not hesitate sharing the story on Facebook.

Lenovo

8. LG

LGA 10-year-old girl wrote an announcement about her lost LG E400 lost phone with a request for help in finding it. Internet users discoverer this untypical handwritten publication and started sharing it in social media. It spread widely in the web and reached LG producer as well. The girl did not have to wait too long. The company surprised her with a brand-new LG Swift L3II.

9. Morton’s Steakhouse

Peter Shankman, an angel investor, tweeted just before boarding to his flight, asking Morton’s Steakhouse to meet him at the airport with a porterhouse steak when he landed. When he arrived he found a man wearing tuxedo and holding a bag with juicy steak inside. He shared this on his Twitter profile immediately.

Morton's Steakhouse

10. Brand24

Brand24 is also known for its individual approach to clients at the least expected moments. Once, a man who was sitting on a train travelling from Krakow to Warsaw accidentally spotted that a guy next to him was checking out the pricing on the web site of the product. He did not hesitate informing the Brand24 CEO about that fact. The reaction was as fast as the monitoring tool. Within few minutes programmers added an announcement in the pricing tab: “The man travelling by train Smok Wawelski Krakow -> Warsaw, seat 23, wagon 18, get 15% discount for all subscription plans”. The story was widely shared in social media.

Do you know other great examples of outstanding customer service? Leave us a comment!

Brand24