I am soooo pleased when I can write about a shining star of customer service in Jordan. Most of you know that I typically have stories of the other variety. You know, the what went wrong, how they goofed, can’t they do better variety is more prevalent. But, I’ve got a story to relate that is exactly how it should be done. You may recall I wrote about the changed tissues and how disappointed I was. I foresaw coming years of expensive imported tissues. I blogged about how frustrating it is when Jordanian brands change, without noting on their packaging the new thing.
Those who followed it may realize that one fo their CEOs commented on the blog and offered to replace the tissues we had left. I found that we had so few left (did I mention that I buy the 6 pack of boxes every 1.5-2 weeks?) that it didn’t seem worthwhile. Regardless, I was pleased to have an explanation and know that my favorite tissues would be back to normal. But, it didn’t end there. A dear friend forwarded a link to the blog post on over to the fine people of Fine so that they would be aware and could respond. Boy did they!
Just after lunch the other day, I received a phone call from the marketing director asking some questions about my experience and why we didn’t care for the scent. He asked a few marketing-type questions. Then, he asked if he could send someone out to provide me with a selection of Fine products to showcase their available options. I said of course and he promised to have the customer service manager call me. She did. This morning, the big Fine delivery truck pulled up in front of my building. The delivery man was very polite and professional (I can think of others who could learn a lesson from this fellow). He gave me a large cardboard box and a personal letter from the company. The letter thanked me for my interest in helping them improve and noted their referral of the matter to their expert team to ensure it doesn’t happen again. It was very nicely written and made me very happy indeed.
But the joy of the matter was opening the big box of goodies. It was like Christmas had come early this year. So many of my favorite products in one place I had to smile. My friends who were visiting this morning said that watching my face light up was the best part ;). So, thanks Fine for doing such a great job with your service. I love a company that listens to its customers. You’ve found your way to the very top of my favorite Jordanian companies list!