I broke my driver the other day. I called Hot Stix, the people who made it, and said I was shipping it back. They opened my profile and noted they didn’t have the replacement shaft in stock but they would order it to save time.

I asked if they needed my money to do that. Nope, might be a warranty item. No need to charge me until they were sure. OK, I am putting the club in FedEx to you. They told me not to overnight it, three days was better, as the replacement shaft would take a few days to arrive.

Then over the next several days a series of emails.

1. we received your old driver
2. the new shaft has arrived
3. your new club in on the way
4. then UPS takes over with their tracking software and I am notified within minutes of it getting to my house
5. shortly after that I am on the driving range!

All this wasn’t hard to do but they did it and that is my point. They kept me in the loop everystep along the way and it was a very positive experience. (it was covered by warranty too!).
Great communication with the customer. Anything we can do to make that better should pay off. I know there are things I can do better to keep customers in the loop before an event.

What things can you do to increase the level and quality of communication with your clients?

Here is the link to Hot Stix to learn more..  http://www.hotstixgolf.com/

This entry was posted on Monday, September 6th, 2010 at 1:22 am and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.