When Customer Service Counts
I spend a lot of time talking with companies. A lot of them are too big for their own good and have forgotten how they got there. They take their customers for granted and offer little to no real support. Sometimes I feel like canned responses are the theme of my life.
Every so often, I come across a company offering something that doesn't come out of a can. Sometimes I get offered a home-cooked meal if we're keeping with the analogy. Are we keeping with the analogy? Oh, okay, I'll move on then :)
So I want to share a recent experience I had with a company called #simple
. They are an atypical banking company that offers some perks not easily found in today's banking world. I'll include a link at the bottom if you are so inclined to check them out (I'd recommend that you do).
I am going to include the inquiry, customer support response, and the conversation that ensues in its entirety just so you can catch a glimpse into what type of company Simple is. The photo attached to this post is what Shawndra sent me in the mail after our conversation where I requested a new rubber band wallet.
Here is the conversation between myself and Simple employee Shawndra C. (I believe she deserves a raise or promotion)_____________________Me
Bear with me as I walk you through my question.
So, let's say one night I'm camping out in the Appalachian mountains of East Tennessee. While enjoying the clear night sky and pondering on the wonders of the universe while reflecting on the vast amounts of stars, I notice something. It looks like a star but it's moving; a satellite perhaps? Well, now it's getting closer. It's not a star. It's not a satellite. It's not a plane or helicopter and no sound can be heard coming from it. Now I can make out the shape. It's very bright and has the shape of a cigar, but very big- about half the size of a city block.
Well, this is where things get a bit fuzzy and past this point I can't give much detail. I can say this though, the next thing I do remember is walking along a path no where near my campsite. I also don't have clothes on my person and their is a sunrise on the horizon. After walking around in the woods for a bit along the path, I make my way back to my campsite, put on some clothes and pack my stuff up and get out of there!
When I stop for gas, I reach for my cardboard and rubber band wallet (my Simple card is back at the house along with most of my other cards- I don't take them all with me when I camp), it's not there. It was on me before whatever happened, happened, but not afterwards.
So, let's say, hypothetically speaking, that the above happened... what would it take to get a new rubber band and piece of cardboard? Just thought I'd ask.
PS. Stay out of the woods at night._________________Shawndra C
So, hypothetically speaking...
Here at Simple, we ran in to a precarious situation. We were completely out of our cardboard wallets! What really sucks? We also lost the die cutter that made them for us and all the data on what they look like and how to create them. All we could see was the pictures on Instagram and Twitter. What to do, what to do...
We decided it was time to take the super-secret Simple 'jet' out for a spin and locate one to copy. Thankfully our 'jet' has cloaking abilities, but the lights are still pretty bright. Nonetheless, we located one while scouting out in the woods! It may or may not have been located on a person that we had to temporarily 'borrow' to make our copy. I can't give the complete details of this person's time on our jet, but there may have been a game of poker involved, and they may have lost...
Good news, once we dropped this lovely 'volunteer' back off in the general area from whence they came, we were able to recreate the cardboard wallets from the one we nabbed! We may not be able to publicly recognize the person or their great contribution, but you can benefit from their selfless sacrifice.
Is the following address the right one to send your fresh piece of cardboard and rubber band to?
Let me know and I'll get it headed your way!
Strange, that's kind of close to where....hm, nevermind...__________________Me
Holy smokes! You guys must be rolling in it! Just so I'm clear, you have your own private jet? It has a cloaking device? It has super bright lights? And you have the ability to play a full round of poker on said jet?
What else do I not know about Simple? What are you guys, tied in with Bruce Wayne Enterprises? Wait, don't answer that, if the CEO of Simple is really Batman, I'd prefer not to know.
I believe my mind just exploded...
As for the story on the lines (juxtaposed to the one between the lines), I would first like to ask that you pass along my gratitude to the one who gave up their wallet for the good of all mankind. It's not everyday that you find someone who is willing to sacrifice for others. So please, tell them I am very glad they gave towards the cause.
And yes, the address is correct. Since you have the stock again, might you send two? I have a feeling that whatever happened to me might happen again... I have this weird scar on my... well, never-mind where it is, but it has an interesting pattern. Do you remember those geometrical "cogs" that were popular back in the 80's? You could put your pencil in one of the holes, then have it to go around and around inside a border to form a geometric shape? Well, that's kind of what my scar looks like. I just looked at it again in and it looks like there might be a S or something like that in the middle of it. Strange indeed. Anyways, I think they are tracking me. Sometimes when it itches, I can't always account for my time.
Well, alright. Have a great evening Shawndra!_______________________Shawndra C
Jeremy - Sorry for the delay!
We have lavish, Great Gatsby style parties at Simple during the holiday season - it's exhausting. As for the jet - it's kind of similar to what level 6+ S.H.I.E.L.D. agents bus around in, but better. The bowling lanes and bar are my preferred places to visit when we're not abdu- oh 'visiting', our favorite customers. Thanks for being one of those customers.
I passed along your thanks! As for sending additional? No problem - you've earned it. ;) Regarding our CEO being Batman? Nah - he's too well adjusted and Australian to be Batman. But, he may or may not get around in one of these:http://cdn0.dailydot.com/uploaded/images/original/2014/6/9/redcar.gif
Stay safe in those woods!
P.S. - I wouldn't worry too much about that scar: it'll stop itching soon.____________________________Me
Sorry for the lengthy delay, I somehow managed to wind up in the middle of nowhere in South Dakota... this time my clothes were left intact but my watch showed a date of December 27th. Later I found out it was 4 days off. I don't know what happened, but I did find a few poker chips in my pocket with a design that matched my now faded scar. Hmmm.
On a serious note, thanks for making this exchange fun. If all customer service was done this way the world would simply be a better place :)
Since you were such a good sport, I want to show my appreciation. I'm not a world famous photographer (yet), but I do have a few clients such as Facebook, Canon USA, Autozone and a few others... that have licensed my photography for their advertising use.
I would like to offer you a print of your choosing from my front-end consumer site: http://www.jrazzcreations.com
. Just let me know which one you want and give me an address to mail it to and I'll get it in the mail to you soon.
Also, if Simple is ever looking for some photographic services... well, you guys apparently know where to find me :)
Have a great and wonderful new year!_______________________________Shawndra C
I'm happy to hear you found your way home. :) This exchange has been a ton of fun for me too. Your photography is beautiful! 'Yet', indeed! Generally, I'd say, 'No, but thank you so much for that extremely kind and generous offer'. The reward for me really was the conversation itself.
That being said, we recently moved in to a new office and the walls are a bit bare. On top of that, while looking through your different folders, I came across a beautiful scene with some woods in the background. This would be a perfect visual reference to the origin of our conversation. Plus, I think a piece of your art would be a fine addition our wall space, and we'd be honored to put it up in our office.
The link for this one is http://jrazzcreations.com/p287844413/h5ef27d5e#h5ef27d5e
and you can send it to me at:
Also, I threw your name in that hat in a thread discussing finding a photographer for something. I don’t know if anything will necessarily come of it, since I think they want ‘lifestyle’ stuff - but your work really is beautiful so I figured it couldn’t hurt! :) It looks like you have done a bit of that before, from my limited knowledge of such things.
Again, thank you for the offer and thank you for being awesome in general. Happy New Year to you, too!http://i742.photobucket.com/albums/xx69/arto-del-funko/You-Are-Awesome_The_Office.gif
: if you want to deal with real people who are encouraged to actually talk and think like a human being, you will want to do business with Simple. Check them out: http://www.simple.com
Now, if I can just get #mypublisher
to actually return an email and pretend to care... #customerservice #customersupport #quality #better #superior