After starting to believe that good customer service is a myth, a fantasy, much like unicorns and free Coach bags…I finally experienced it! And by “good customer service” I do not mean a person who simply says “hello” & doesn’t hang up on you…I mean a customer service representative who is not a fairy-tale sprite, but rather a real-life individual.
It is very ironic that I’m writing this post on the heels of my last two posts, since they are all now somewhat related. Two posts ago I raved about a product I received from my overly grandchild obsessed mother-in-law as a cure for my eczema skin, called ZincKit. Then for my last post I ranted about how difficult it is to find customer service agents or sales workers who actually care about the service they provide, let alone their jobs. Well here is where I get to marry my posts together into one blissful unity…
A few weeks ago I placed an order online at www.ZincKit.com for more of the ZincKit product. Since my mother-in-law made me give her back the cream she lent to me, I had no other choice but to come out-of-pocket for my own health related problem. I had no issues with placing my order online & because I am the perfect daughter-in-law, I opted for the extra kit so I could give one of them to her. Racking up brownie points is always good since the daughter-in-law/mother-in-law controversy is a never-ending life battle. As luck would have it, I quickly noticed when I received my order confirmation email from www.ZincKit.com that I screwed up my shipping address. Do you want to know what happens when you’re typing and your husband is talking incessantly to you about the Mets game? You would enter the shortstops batting average for your house number…FYI.
In a frantic panic, I snapped at my husband and immediately blamed him for all the wrong-doings in the world. I may have been slightly out of line, but what if they ship my order out right away to the wrong address? What if I don’t get the product I so desperately want and neeeeed? What if this mistake costs me my marriage? Okay I may have exaggerated that last part, so sue me. Anyways, I picked up the phone & dialed the toll-free number displayed on the website. Ahhhhh…answering machine…they were closed for the night! In desperation, I left what I thought was, a calm voicemail explaining my error. However, my husband told me later that what I really sounded like was, “oh no, oh no, oh no, ahhhh, oh no, oh no, oh no, ahhhh”. He never listens to anything I say, so I wasn’t too concerned. Just in case though, I made a last ditched effort and sent an email to ZincKit, knowing that my email would most likely be lost in “cyberspace” like all of the other emails I have sent to online Companies in the past. Needless to say, I did not sleep like a baby that night. I was tossing & turning with visions of my credit card being charged and my package not arriving dancing in my head.
The next morning, I arrived at work with a double shot of espresso in hand, bags under my eyes and a down-to-business attitude. The first items I needed to cross off my to-do list were “listen to voicemail” & “call ZincKit“. I had one more message to speed through before moving onto my #1 goal for the day, when I discovered that I had a voicemail from ZincKit. What? Could it be? An online Company ACTUALLY called me back?? I must be hallucinating. I’ll drink more coffee.
I listened to the message 3 times in disbelief. It just didn’t make sense. I’ve been ordering online for years & never, ever had a phone call returned. The customer service lady left the nicest, most professional message & informed me that they received my message. However, because I was so insane when leaving them a voicemail & email, I left out the part of giving them my correct street address. Not my brightest moment to date. The woman on the other side of the recording told me that they are holding my order until I either call or email with my real shipping location. To top it off, she thanked me for “choosing ZincKit and hoped that I had a wonderful day”. How’s that for a joke!
I was still in shock when I called the Company back. I got my fingers ready to press 1 for english, 3 to inquire about an order status & 0 to speak to a customer service representative when a real-life “unicorn” answered and said “Good morning. Thank you for calling ZincKit. How can I help you today?” I stuttered my response. I must have sounded like an idiot but it was hard to convince myself that this was really happening. I broke in and out of what seemed to be a dream sequence for the duration of my conversation. I explained what had happened, gave them my correct shipping address, asked a few questions about the products and told them how I could not believe that I was talking to a person. The girl I spoke to was absolutely delightful. Professional, sincere, knowledgeable and the nicest sales person I have spoken to in a long time. I was seconds away from asking her if she wanted to come to my Halloween party this year! Peter Pan & Tinker Bell would be perfect costumes!
I went about my day in the happiest of moods. While on cloud nine, I passionately told each person in my office about my HUGE dilemma and the amazing aftermath. It was painfully obvious that I was much more into my story than my listeners were, but I didn’t care. I just experienced something wonderful, something new, something not all of us would get to experience in their lifetime. Later that day I received not one, but two emails from www.ZincKit.com about my order. The first one was written by the girl I spoke to on the phone. She explained that my shipping address was corrected and updated in their system and that my order was scheduled to ship that day. Again…unbelievable! The second email was from www.ZincKit.com directly and it gave me the tracking number for my package. A typical email, but I was impressed with how quick everything moved. And to add a heaping spoonful of sugary topping to my story, I received my package within 2 days of this whole ordeal. Amazing? Yes, I know.
So the moral of my story: Never stop believing, for fairy tales can come true. A silver lining does exist. Good things come to those who wait forever. A leprechaun is sitting at the end of the rainbow waiting for you. You just need to find the right Company to shop with!! And I’ve found it!