The other day I ordered a few of these awesome handmade journals (made from re-furbished hardback books) from bookjournals.com, and had one of the best customer service experiences ever.
Here’s what they did right:
Easy to Order Online
To order online, all I had to do was drag the (clearly photographed) journal I wanted into the little ‘checkout’ square on the page and click ‘checkout’. From there, I was routed to a simple and easy-to-fill-out form. I checked my shipping preferences, paypal’ed and (sha-bam!) two books were in the mail.
Responsiveness
When I realized the address on my Paypal account was outdated, I emailed Book Journals’ generic customer service support address. Within an hour, I received a personal email from a real person named Jacob, saying he’d be sure they were sent to to my current address.
Fixing Things Up
When the post office screwed up and my package didn’t arrive on time, I emailed Jacob to let him know. Even though the snag wasn’t his fault, he tracked my package, responded within an hour, and apologized profusely. He also offered me a full refund. I told him not to worry, just put the books back in the mail. Within two days, I had the package (free of shipping charges) with two additional, free books inside.
Being Nice
Every time I’ve interacted with someone at Book Journals, they’ve thanked me in a really genuine way. I always get a “Thank you! Your support means the world to us.”-type comment. This makes me feel like buying twenty books.
The way Book Journals does business is a great example of how trusting your customers and treating them like your friends makes everybody happy — and keeps people coming back. They’re cool, and I hope you check out their site.
