Writing for the web

If you read my January 20 post re: weak company apologies, then you’ll know that I think true, solid apologies are not optional—-in fact, they’re critical. Well, I think that… and I’m pretty sure customers think that, too.

As a customer of Amazon.ca, I was recently very, very pleasantly surprised by their outstanding customer service. Quickly, here’s what happened before I got to customer service:

1. Yesterday morning, I ordered 3 books on Amazon.ca
2. After finishing the order, I went back to the site and found another book I wanted
3. I went in to edit my order, hoping I’d make it in time, before anything was shipped
4. I was happily surprised to see I could delete items I’d ordered, so I deleted one book (didn’t really want it — had only ordered it to get the free shipping)
5. When I tried to add the new book I wanted to my order, I found that I couldn’t

Important: I was totally fine without being able to add the item.

I sent just 1 email to Amazon to ask how I could add a book… and, since then, I’ve had 3 emails from customer service (specifically, from Susie B.) at Amazon.ca. Each one is better than the last. Here’s the best one, with important stuff highlighted in it:

For Amazon.ca to apologize for ”not offering convenience” when the whole process was actually pretty good — that’s incredible customer service. There was no problem in my eyes, yet they want to offer a “satisfactory resolution.” AMAZON.CA AND SUSIE B., you’re awesome.

I’ll continue to choose Amazon.ca for my book-buying needs. Not like I was going to change. :) But, now, I’ve go the warm-n-fuzzies for that little company…….