Customer Service at its best!
This is just one of the small little things that Amazon does for its customers that truly differentiates it from other products or services!
My credit card was up for a renewal and naturally my bank provided me with a new credit card which had a new number. What I however forgot was to update my credit card number on Amazon.com and conveniently shopped for a Kindle e-book.
Now, as the old credit card number on file with Amazon.com was invalid, Amazon could have easily blocked my purchase of the e-book and frankly that is what many other products or services would have done. Amazon didn’t do that. — Customer Delight #1
Amazon sent me an email stating that there was a problem with them charging my credit card for the purchase that I just made and gave me not 1, 2 or 7 days, but a whole 30 days for me update my credit card number. — Customer Delight #2
Amazon went one step ahead by not withdrawing the e-book from my kindle and allowed me to continue reading it. This thinking of ‘assuming good intentions from your customer’ has just won me over again! I didn’t deliberately hold up on updating my credit card number, I just forgot it. Mediocre businesses would have possibly done the other way round, assuming their customers never had any intentions to pay and would have withdrawn the product or goods until payment was made. — Customer Delight #3
‘Assuming good intentions’ works well in almost any field. When you assume good intentions, you treat your fellow colleagues with more trust and openness. You don’t jump to conclusions when things don’t go your way and you assume there must be some good reason why the opposite person did something that she/he wouldn’t have normally done.
Incidentally the book that I purchased was ‘Snowball: Warren Buffett and the Business of Life’. Warren Buffett as I am told, valued loyalty. Amazon has just made me its loyal customer all over again!
