During this FED-Ex debacle, whenever I called SeaBear, I was pleasantly surprised that everyone who took my call seemed to know about the problem I had encountered. I was even asked to call them when the replacement order was received, so they could know that things were taken care of for me. They apologized profusely for what mostly was a FED-Ex failure of service.
One of the big differences between a SeaBear apology and most any other company’s apologies I’ve ever received is that with the SeaBear folks, the conveyance felt genuine. Yes, it seems that SeaBear is one of those few companies out there that really does care about pleasing their good customers. Years ago this is the service level that enabled U.S. American companies to grow and prosper. Now it is seems like an anomaly, reserved for companies the likes of Zappos.com and Drugstore.com.
After I had received my replacement order, SeaBear sent me a nice card, which seemed to be something that is generated via policy when there is a problem with an order. I thought it was nice, though not extraordinary, since this was a big screw up, even if it was mostly the package delivery (FED Ex) company’s fault.
The next month, I received an envelope from SeaBear. When I opened it, it was a letter with a request for feedback, in the style of just checking off the appropriate response and then mailing it back to them. However, this was no ordinary survey letter. The letter was from SeaBear President Mike Mondello and it included his personal email address. It also came with a 15% discount code. I am not sure which one got me more excited (who doesn’t love a discount). There is one thing for sure. Receiving a letter with the President’s email address (and yes, he responded personally) was something that moved my experience with SeaBear up to another level.
Last month when I was placing a reorder, the Customer Service gal I had spoken to on a matter was new and as such, was not familiar with how online orders were processed and she inadvertently gave me an incorrect delivery promise. Because I have to be home for delivery, I have to modify my schedule for those days that I am receiving an order so it is quite an inconvenience when I hang around for no reason. When it was clear that the order was not going to be delivered on the verbally promised day, I called SeaBear and we had to make other arrangements for delivery.
Again, SeaBear delivered. First, when I received my order, they included a nice gift. Second, I received another discount coupon, which I very much appreciate since I needed to reorder. Last, but not least, I received another short survey and the same letter with another coupon, from SeaBear President Mike Mondello. I’ll be sending him the url for this post.
What I love about SeaBear is that they are, overall, a well-run company despite the few glitches encountered. The difference between their glitches and so many others at other companies is that at SeaBear, they take the steps to employ Kaizen, or continuous improvement, so that the same problem does not occur again. They engage their customers, and they let them know beyond lip service that their customers really are valued and count. Like Zappos.com, when I call SeaBear’s customer service, they focus their attention on the customer; no matter how long an issue takes to resolve, they are there for you.
Thank you SeaBear, for doing things to make things right.