Last year, my wife, who’s in the financial services industry, ordered 150 calendars from the Calendar Coop Center in Sleepy Eye, MN. According to this company, as clients, we were going to follow a certain process to get these calendars created and published. This company was going to email our office a pre-printed copy of the calendar credentials before publication.
Needless to say, we never received this email to review the draft. About the time that I inquired on the status of the review email, the 150 calendars arrived to our office. Fortunately, they were ahead of schedule. Unfortunately, part of her credentials were missing from each calendar. Perhaps someone had a sleepy eye? Therefore, according to the guidelines my wife’s company, these calendars were not compliant.
Regarding the typo, we proceeded to contact the Calendar Coop Center and they were very apologetic about the error. They asked whether we OK’d the email and we explained we never received the email draft review. I emphasized, due to compliance regulations, we needed her exact credentials on the calendar. They were cooperative and insisted they’d print the new calendars and ship them out within 2 days. We offered to ship back the calendars but they insisted we could keep them. Within four business days, our corrected calendars did arrive.
I appreciated their customer service focus last year. Even though the error was insignificant, it was something we had to correct. After they apologized, they accepted responsibility and did the necessary work to create and ship the correct information.
This year, we did not hesitate to order from them and thankfully, the calendars arrived corrected. One true test of a company is not if they make mistakes but how the company handles situations when mistakes are made. A fine example of a company being customer centric and making the best out of a business interaction that initially didn’t start well.
Do you have an example of a company making an error but then being responsible and correcting the situation?