I believe that I’ve written about Adagio Teas before. They’re pretty much won my loyalty as a tea consumer by having a huge array of teas, by having samples, and by having wicked fast shipping.
So, the other day, I went to place an order, and everything I wanted to order was out of stock. Everything. I moaned and gnashed my teeth, and eventually I shot off an email, asking them when they thought things might be in stock again.
Their response was to offer to handpick the order from their New Jersey warehouse (normally they ship to me from their California warehouse). Which they did, and it’s now winging its way across the country to me.
Can I say how cool this is? It might not seem like a big deal, but I think it’s above and beyond the call of duty. And I really appreciate it. It’s things like this which make me want to keep my business with a company. I know that they actually care about my business, and will take some extra steps to keep me happy. They could have written back “we’re having stocking problems and we’re not sure when things will get restocked” or even “we should be restocked in two weeks,” but no, they wrote me with “what would you like to order, and we’ll pull it for you from the other warehouse.”
Truly, people, this is how you win customers for life.