Value of Great Customer Service

I'd like to share my recent experience with Timbuk2 and an old one with LL Bean to demonstrate the value of great customer service.

Timbuk2:

In late 2006, my sister gave me a Timbuk2 messenger bag she received from a client. I'd been shopping for a new bag and really loved the Timbuk2 bag. It had all the features I wanted plus pockets galore. But after about 6 months of use, I noticed that there was a tear developing where the handle was sewn in. Not anything major but it did bug me. I wrote into the Timbuk2 on their site, they immediately responded with a RMA number and told me to send the bag in. This was May 2007. I liked my bag so much that I kep putting off sending in the bag.

Fast forward to Jan 2008. I finally got around to shipping the bag and used the RMA number assigned to me 8 months ago. I shipped it on a Saturday and got a response on Monday! With no questions asked, they gave me a full store credit for the bag with which I promptly placed an order for a new bag.

And you know what Timbuk2 got of this? They now has a customer for life. I can't wait to get my new bag and order another one in the future.


LL Bean:

Way back when, I was shopping at LL Bean in Maine wearing my favorite LL Bean Dirty Bucks. Sales person noticed my shoes and asked how I was enjoying them. I replied "These are my favorites shoes but I ordered them a little big but decided to wear them." She asked me what the correct size was and then brought out a brand new pair and told me to keep them. Wow. They've got a loyal customer in me.