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06 December 2006 @ 08:39 am
I love quirky things, unless they're also tacky in which case they might have the saving grace of being kitsch as well, but mostly I just love the quirk factor. My latest fun thing is to try to find the best online customer service. You know, the kind of response you get after you place an order with some online store. Mostly they're just "Your order is being processed" and maybe an acknowledgement email with your order summary and a 'thank you for using our site' note. Dull.

Which means that when a store makes that little bit more of an effort then I'm more likely to return to them in the future. Up until lately my favourite has been the ThinkGeek.com's "team of highly caffeinated dispatch monkeys" who were busy compiling my order as the acknowledgment, but they've been beaten by CDBaby.com. I have used them before and remember that they had a quirky order status email system (which came from an actual person no less!) and this time I was reminded just how cute they could be. Within moments of me ordering from them I had an email from "CDBaby loves Shona" (nice touch) thanking me profusely for my order and telling me what was going to happen next (it would be processed, sent out and I would get another email confirming when it had been dispatched). Got up this morning to find an email from them again to say that a team of 'highly trained professionals' had lovingly placed my CD on a satin pillow and a hush had fallen as it was carried through the building to be packaged. It was then lovingly polished to ensure it was in the perfect condition before being placed reverentially in the box. Apparently a candle was lit by a Japanese monk to ensure a speedy delivery and the entire building sang songs of joy as it left them. They are apparently exhausted by all that effort but are looking forward to working just as hard for me again.


I also remember from last time that there was a follow up email about a week later just to make sure I'd received the CD and hoping that I would come back. I will need to check and see if I get the same this year.

See? That's quirky customer service that is ensuring that not only will I use them again (alas they are indie and smaller artists rather than big labels so I can't get everything I want from there) but I am actively recommending them to everyone.

So now I'd love to know your quirky customer service stories - doesn't have to be online stores, doesn't have to be fun. I worked on a returns desk in a not-particularly-up-market clothes store once, trust me, I've seen the bad side of customer service as well. Just, with everyone frantically shopping right now I'd like to know that there's still some fun to be had when shopping. So spill, share your stories/rants/complaints/tips.

eta See, this is an example of dull customer service. And yeah okay so it's work related and there can't be talk of satin cushions and candles being lit by monks in Japan, but still - dull... (company and reference number snipped out, 'cause it's probably confidential or something)

Thank you for contacting [snip] Online Support. We have received your

Your message is important to us. We will respond to your email shortly.

Your reference number is: [snip].

Thank You,
The [snip] Customer Service Online Support Team

For reference, my standard query response email goes something like this:

Thank you for your query regarding [whatever they were asking about]. [Answer or suggestions for how to solve the issue including a little humour when appropriate].

I hope this information is of use but if there's anything more we can do to be of assistance please don't hesitate to get in touch.


[sig line including my phone number, a fax number, my own work email and the general work email]

That's fairly friendly and helpful innit?
Current Mood: thankfulthankful
velvetwhip: ReeferMadnessSuicide by mimisoleilvelvetwhip on December 6th, 2006 09:25 am (UTC)
I have never had customer service remotely that delightful and I weep at the lack...

the girl who used to dance on fire and brimstone: birthday pressie - emeraldswanwhiskyinmind on December 6th, 2006 09:30 am (UTC)
They're really sweet aren't they? I guess it could be overdone if every time I shopped online I got that kindof thing, but something just that little bit quirky and thoughtful made me smile this morning. And I know it's an automated programme that generated the sender name as "CDBaby loves Shona!" but the fact that they thought about creating that programme just goes to show that they really have thought about customer service rather than the standard falsitude of "Have a nice day"...
velvetwhip: Bugger by disparagingrantvelvetwhip on December 6th, 2006 09:37 am (UTC)
Believe me, I could not agree more and had I been able to even find anything on the CDBaby website, I would order from them...but their search engine is inscrutable and does not take me to that which I seek...

the girl who used to dance on fire and brimstone: guitar//inspiration - mewhiskyinmind on December 6th, 2006 09:41 am (UTC)
Oh that's a shame you couldn't find anything on there. I'm sure, given my dealings with them, that if you were to email them with your concerns they would be more than happy to help - and possibly upgrade their search engine as a result!
velvetwhip: Black Naughty Evil by purplefeenvelvetwhip on December 6th, 2006 06:13 pm (UTC)
Their site is just so unbelievably confusing that I would not even know where to begin...

Sentimental yet sardonicbooster17 on December 6th, 2006 09:41 am (UTC)
*grin* Certainly, CDBaby's customer service has amused me enough to actively go out of my way and look at them. Nice.
the girl who used to dance on fire and brimstone: guitar//inspiration - mewhiskyinmind on December 6th, 2006 09:42 am (UTC)
They seem like a really cute little company - it's probably all a lie and they're part of some huge corporate giant or something, but I get the feeling there's maybe twenty people at most working there!
thedothatgirl: heethedothatgirl on December 6th, 2006 09:56 am (UTC)
That's very clever and also entertaining. Someone has obviously put alot of thought into that aftersales side of things and it must cost them very little. Now let's hope the delivery arrives.

It's good enough to make you order again.....

Which reminds me I need someone who can write creatively to beef up the 'thanks for submitting your vid' page to AvA's - got any ideas who I can ask *eg*
the girl who used to dance on fire and brimstone: charlie/claire//peanut butter - mewhiskyinmind on December 6th, 2006 10:01 am (UTC)
I wanted to get another CD from them but they were out of stock (apologetically so!), so I'm going to keep checking back for it and order when it comes back in.

I need someone who can write creatively to beef up the 'thanks for submitting your vid' page to AvA's - got any ideas who I can ask *eg* I could ask monkey_matt if you like...


I'll have a go and see what I come up with! (Watched the first 18 last night by the way - some I'd seen before, some not. You got me to listen to techno. I hate you. *g*)
thedothatgirlthedothatgirl on December 6th, 2006 11:14 am (UTC)
There's techno?..... crap. It could be worse there may be rap at some point. Actually in all truth if the vid's done well then it doesn't matter what genre the song is. (I reserve the right to retract this sentiment at any point)

Love the idea for Valentine Day theme. I've updated the rest of the entries.

Please have a go at thanks words whenever you have time.

the girl who used to dance on fire and brimstone: faith//black&white - mewhiskyinmind on December 6th, 2006 11:18 am (UTC)
It's actually a good vid - tad long and it gets a bit tired at the end, but definitely worth watching (if you turn the volume down and suffer through the *cough*music*cough*)

I'm going to be doing a mass update of the WKA this lunchtime - 'bout time I did that I think! So I'll have a go then as well. (BTW, I have an ickler code for the WKA if you want to put it on the affiliates page so that it matches the sizes of the others - it's the one I'm using on this post)
thedothatgirlthedothatgirl on December 6th, 2006 11:30 am (UTC)
Oh yes that would be good - I'll snag it and change it over next update.

the girl who used to dance on fire and brimstone: xander belong - mewhiskyinmind on December 6th, 2006 11:33 am (UTC)
I used to have a whole bunch of 'em this size but they must have got lost with the whole website debacle that went on this year. I should get around to making some more soon probably!
the girl who used to dance on fire and brimstone: head-desk - mewhiskyinmind on December 6th, 2006 12:38 pm (UTC)
so my mass update of the WKA just turned into me listening to the IT guy tell me about what was up with my computer - talking about good customer service, he was spot on. Ex-Dell so he was (as we say around here) brand new!

I'll try to sneak it in over the afternoon and email you something tonight. :)
lmzjewel on December 6th, 2006 04:08 pm (UTC)
CDBaby.com sounds like a fun bunch of folks. And Yes! I think that your query response sounds just fine.

As far as online shopping goes. I haven't done any yet, but I need to. I really haven't done much Christmas shopping at all yet. I did buy myself a couple of pairs of blue jeans online,though. Their response was pretty much the standard. I'm waiting for them to be delivered to my home here in the next few days. Good Grief! I have so much to do that it isn't even funny and I haven't even really started my Christmas shopping yet. I will be hitting the online stores very soon, rest assured. Cause I definately love the convenience of ordering it online and having it sent to home, instead of having to face the mass of humanity when I have to go out Christmas shopping. Anyway, if I run across any online stores that I feel have gone out of their way on the customer service side of things I'll definately mention it.

the girl who used to dance on fire and brimstone: sparkles - mewhiskyinmind on December 6th, 2006 04:29 pm (UTC)
I have bought the grand total of one pressie so far this year which is just deplorable! Sis has three kids and the oldest is only just four so they're all kind of difficult to buy for right now (of course that's only going to get worse as they grow up but at least then I can get them DVDs or CDs or whatever) and I'm dreading facing the actual physical shops when I do go out (probably next Tuesday at this rate). Online shopping is just so much easier but as it's getting nearer the time more things are only available in store or they can't confirm delivery before the 25th... *sigh*

If I was organised then maybe I'd have done this in October... *g*
(no subject) - emeraldswan on December 9th, 2006 11:16 pm (UTC) (Expand)
the girl who used to dance on fire and brimstone: kane - dawnydieselwhiskyinmind on December 10th, 2006 08:11 am (UTC)
It came? Yay!

I tried to get the other one as well but they were all sold out - methinks all the JA fans are suddenly being converted to Steve as well...

You are so welcome!