Apple Store... Genius!

January 1, 2009

Apple Store
100 Greyrock Place
Stamford, CT 06901

Dear Stamford Apple Store,

I am writing to tell you how pleased I was with the service at your Genius Bar on December 22, 2008

Last year my wife and I switched over to a Mac and we have loved it. Right before Christmas at my in-law’s house the computer was acting strange and the OS was crashing. Even though my hard drive is backed up, these abnormalities were concerning me.

I made an appointment at the genius bar that night and arrived in the morning. I was anxious that the issue would be a large one – a software related problem that could not be pin-pointed or an expensive, time-consuming hardware malfunction.

I met with Bridget at the Stamford Genius Bar and she was awesome. She exuded the perfect mix of trust, calmness, and personal flair. She read the cryptic log codes and quickly diagnosed the problem, repaired the disk, and re-seated some hardware. My computer has been working very well ever since.

I want to bring attention to Bridget’s excellent customer service and expertise at the Genius Bar. I also want to thank you for thinking of your customers first and having free services like the Genius bar, the Apple store, etc. My experience did not even compare to the nightmare experiences I have had with other computer 800-phone numbers. Talking face-to-face with a friendly expert is priceless. Thank you for thinking through the entire computing experience.

I will own Apple products for the rest of my life.

Sincerely,



Brian Mason
www.CustomYourService.com

cc: Apple Store online reviews

Major League Baseball

January 1, 2009

The Office of the Commissioner of Baseball
Allan H. (Bud) Selig, Commissioner
245 Park Avenue, 31st Floor
New York, NY 10167

Dear Mr. Commissioner Selig and Major League Baseball,

I am a huge baseball fan. I grew up playing in the backyard with my dad, played little league with my friends, and currently play on a coed softball team as an adult. Baseball is an amazing sport. However, there is one element that has confused me as I grew up watching baseball on TV.

In the majors, why don’t players line up and shake hands after each game?

Growing up, we were taught to shake hands after each game. This courtesy is still emphasized and performed in the adult softball league I currently play in. It symbolizes fair play, good sportsmanship, and takes the emphasis off winning. When did this tradition get lost in the majors?

In nearly every other traditional sport, the players connect with each other after the game. Professional basketball players line up and shake hands, football players meet in the middle of the field to hug and pray, soccer players trade jerseys, etc. Baseball sets a poor example by allowing the players to leave the field without connecting with the other team, and many times the players even sulk of the field, kick a water-cooler, etc.

I am writing to ask that you encourage the players to line up after each game to shake hands. It is an act that we were taught as we grew up playing baseball and it should remain regardless of the level of play.

Thank you for your time. I look forward to your response, consideration, and a brief explanation of why the players are not expected to shake hands after the games.

Sincerely,



Brian Mason
www.CustomYourService.com

Mike's Bikes in Palo Alto, CA

Vee Brannen
Mike’s Bikes
3001 El Camino Real
Palo Alto, CA 94306

Dear Vee Brannen and Mike’s Bikes,

I wanted to thank you for the extraordinary service that you have shown me over the past couple of years.

My wife and I bought our first road bikes back in April of 2006. We were recommended to Mike’s Bikes from a friend at work. You set us up and got us riding and we have loved our bikes ever since. Over the past couple of years, I have gone to Mike’s for questions or to pick up some spare parts and your staff has been awesome. Thank you!

In particular, Vee has really gone out of his way to make me feel valued as a customer and fellow rider. Recently, I came in for a 3D cleat fit with Vee. I have had knee problems over the years so I wanted to be sure that my new shoes and cleats would be set up correctly. During the fit, Vee spent extra time with me to briefly check over my posture, wheels, etc. I trusted his recommendations. After finding a broken spoke, they were able to fix up my wheel while I waited (even though there was a line of repairs that needed to be finished by the next day).

Thanks for going out of your way to provide that extra level of customer service. I appreciate your combination of your expertise along with your personal level of care and attention.

Thanks for the support.

Best,


Brian and Jocelyn Mason

Enough said...

A friend sent this image to me. Unfortunately, I did not do this or witness it... but it is still great!

American Express

Awesome story from Made-to-Stick: http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/

1. From a letter sent to me by AmEx: “Dear Cardmember, We are pleased to notify Cardmembers that the $1,000,000.00 Prize in the Super Million Dollar XV Sweepstakes presented by American Express Publishing is still available and could be yours to win. The Prize Entry Number that decides the person who will win the $1,000,000.00 Prize has already been preselected. That person could be you, DAN HEATH.”

Sometimes it’s hard to know where to start. The vaguely ESL wording? (Super Million Dollar!) The Roman-numeraled sweepstakes? (Were there really 14 prior events? And were they also Super?) The repetition (”already…preselected”)? The helpful reminder of who, in fact, I am? (”you, DAN HEATH”)� Oh, and there’s this: Is the� credit card company that� prides itself on its “elite” reputation� really sending me *sweepstakes* mailers? (AmEx, did� you run out of hair tonic and Charles Atlas literature?)

Let’s just leave it at this: You know how to make your cardholders feel classy, AmEx! Super Million Dollar Classy!

2. In the midst of praying for my sweepstakes victory, I� get an email from AmEx warning me about a suspicious charge. (A� $99 florist fee. Because, if there’s one surefire sign of identity theft, it’s a bouquet.) As we all know by now, “suspicious charges” mean that our credit cards will be shut off for our own protection.� So I called AmEx from the road, knowing that I’d need the card for travel expenses.� Gave them the usual: card number, security code, SSN. Asked them to clear my account so I could use the card. OK, more security questions: Birthdate, mother’s maiden name, address, phone #. Not� bragging, but I did pretty well on the quiz.

Then the fun beings: “But you’re not calling from your home phone.” Nope, this is my cell. “Is there someone at your home number?” Nope, I’m on the road. “Will you be there later?” Days after I need my card, yes. “Is there anybody who could answer your home phone?” Um,� I’m the person who you need to be talking to, and here I am! “Well, do you have a voice mail that has your name on it?” Er, no, not on my home phone. “Well, we can’t reactivate your account without confirming that.” [Much verbal abuse and erosion of karma.]

Let me speak to your manager. [Long hold.] “The manager is busy right now, can she call you back?” Sigh.

28 hours later, I received that call back. And that’s the story of how AmEx lost a customer. But guys, please make sure you keep me in the loop for SuperDeluxe Million Dollar Sweepstakes XVI!

(I know these customer-service stories are a dime a dozen — anybody got an “elite” AmEx story to top me? I’ve got a free book for the biggest doozy!)

A Mix: AT&T, Comcast, Specialized, and Staples

Well, it has been a few weeks since I wrote any companies a lengthy letter thanking them for their service or letting them know how they let me down. However, there have been several companies recently who have surprised me - both good and bad.

AT&T: As I write, AT&T is installing their Dish Network TV cable into our home. They have been positive and it's nice to have another option for cable. I am tired of comcast and the way they treat their customers.

COMCAST: Comcast has been a really frustrating experience. No company is perfect, but I am continually disappointed with them in particular. Their talk does not line up with their walk. Their actions do not follow all of their marketing messages. They claim high speeds, low prices, and great service. I do not see it. They say all the time that they are "comcastic". I would rather slower speeds, but personal service and a thought to the entire customer service experience. This last example was the tipping point.

They installed cable earlier this year and did not have any of the small cable boxes left. They told me I had to drive down 20 mins away if I wanted to exchange for a smaller box. Last week I finally tried to do this... I called them, drove down there, and was then told that all of the smaller boxes were gone. Welcome AT&T.

SPECIALIZED BIKES: I have a pair of sunglasses that lost the rubber ear piece. I called their customer service line, spoke with someone within 10 seconds, and they sent me a new ear piece. However, they ended up sending the wrong ear piece. I called them back and they just sent me a new pair of glasses. Easy as that. They cared more about the customer experience than anything else.

STAPLES: I went in to buy new print cartridges and exchange my old ones. Previously, they would give me $3 towards a new cartridge if I brought in an old one. They still do that, but it has gotten much more corporate. Now, you have to give them your address and they send you a check in the mail 6-8 weeks later. Why? Checks get lost, never sent, never cashed, forgotten, etc. Maybe that is there point? There was something nice about just the simplicity of getting the credit right then and there. Why does it need to go through a big corporate center? I am going to go see how Office Depot exchanges their cartridges.

Thats it. Two good ones, two bad ones.

Hertz Rental Car

Hello –

I am writing to let you know that I was disappointed with your service in June of 2008.

I rented a car in Boston and used the EZPass mounted on the window shield to pay the tolls. I figured that I would be billed by Hertz on my credit card for the amount of tolls I incurred. At the time, I appreciated this service that Hertz had provided to improve my experience.

However, I received a notification last week letting me know that I was being billed $2.50 for each day that I used the EZPass. Hertz rationalized this charge by saying Hertz “stated on the information at the Hertz rental counter and in the Hertz vehicle.” While this information was present somewhere I am sure, it was never explained or made clear to me. Why not put this note on the EZPass itself? By you hiding the information from a typical customer (regardless of the low cost), I feel like I was taken advantage of.

I ask you to make the charges clear and obvious that you are placing on your customers. I have shared my story with friends and plan to use other rental agencies in the future. I look forward to your response.

Sincerely,

Brian Mason