John Bresee

At Backcountry.com the Gearheads have great latitude in resolving problems and doing whatever they can to make the customer happy. But this example is like no other I’ve ever seen. Follow the link to see the customers full post on her blog FoolsandSages.com. Here’s a small excerpt.

“After I placed my order, I sent their customer service folks a mail telling them how much we loved their site and asking for the shipping to be adjusted to reflect our original wish to combine shipping. I fully expected for them do graciously do so, but was absolutely not expecting the response I received:

‘Hi Andrea,

Thanks for contacting us at Steepandcheap.com.  We love you, too. We would marry you if you weren’t already married. And we weren’t a company, but rather a young shy boy lost in the throes of love, yea, a misty-eyed dreamer looking towards the future, still unscathed and unpolluted by the hardships of mid-adulthood. We would ask your housemaid to deliver white flowers to you, with an anonymous note that read “Heaven nor hell could provide me the joy and pain your approval or lack thereof might impose upon me.” Then, that very night at midnight we’d stand outside your window playing a love sonnet on the violin–a heartfelt ribbon of swaying notes and flittering string plucks. You could get out of bed and come to the balcony to listen. Instead of saying anything, you might drop a single white handkerchief slightly soaked with your tears.

But none of that could ever happen, so instead I just gave you a full refund on your shipping costs. I think it was like 8 bucks. Thanks for the love.’”

Wow…how unusual. Here’s her full post.  http://www.foolsandsages.com/2009/12/03/making-customer-service-fun-what-a-concept/

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