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It’s Only Common Sense: More of My Favorite Customer Service Stories

Customer service is getting worse. How about those pain-in-the-neck supermarket self-checkouts? How about whenever you approach somebody at Best Buy or Home Depot and they are never the right person? The right person is on break.

Is it too easy to attack the airlines? Way too easy. Let’s just say that paying to get on the plane early, paying to borrow a blanket, and paying for Wi-Fi is going in the wrong direction. Although I don’t think we have hit bottom yet. That will come with paying to use the toilets and renting life jackets at a premium depending on the severity of the emergency. Never underestimate the creativity (cruelty?) of a hungry bean counter.

Oh, and let’s not get started on those @@##%$# automated phone systems, which, if I may say for about the thousandth time, scream “We don’t care about our customers!”

This is why, for the sake of my sanity and maybe yours, I have been searching for and collecting great customer service stories. These stories give me hope. These stories reinforce my confidence in mankind. These stories make me feel that maybe, in the end, the good guys will win and make America customer-centric again.

I’ve found a few new stories to share. Hope you enjoy.

The Domino's Helicopter Delivery
In a remote village in the U.K., a man craving a Domino's pizza placed an order despite knowing that the nearest store was miles away. To his surprise, the store manager arranged for a helicopter to deliver the pizza. In my book, this is legendary.

Amazon's Cat Costume
A woman ordered a cat costume from Amazon for a costume party. Unfortunately, it arrived damaged. When she contacted Amazon, not only did they send a replacement overnight, but a customer service representative dressed as a cat also showed up at her door to apologize in person, making the experience unforgettable.

Zappos' Marathon Call
Known for their exceptional customer service, Zappos received a call from a stranded customer who needed help to find a hotel. Despite being a shoe company, the representative stayed on the phone with her for over 10 hours, helping her find accommodation and making sure she was safe.

Trader Joe's Snowstorm Delivery
During a snowstorm, an elderly man called Trader Joe's asking if they delivered, as he couldn't leave his house. While Trader Joe's typically doesn't offer delivery services, they made an exception due to the circumstances. The store delivered the groceries free of charge within 30 minutes.

Morton's Steakhouse Airport Delivery
A man jokingly tweeted Morton's Steakhouse, asking them to meet him at Newark Airport with a steak when he landed. When he arrived, a tuxedo-clad Morton's representative was waiting for him with a steak dinner. This demonstrates the power of social media and customer service..

Sainsbury's Tiger Bread
A three-year-old girl wrote to Sainsbury's, suggesting that they rename their tiger bread (a patterned loaf) giraffe bread because it resembled a giraffe's spots. Sainsbury's not only responded to her letter but also changed the name to Giraffe Bread and sent her a gift card as a thank-you for her suggestion.

Southwest Airlines' Birthday Bash
A passenger mentioned in passing to a Southwest Airlines flight attendant that it was his birthday. The crew threw an impromptu birthday party at 30,000 feet, complete with singing and free drinks for everyone.

LEGO's Lost Minifigure
A young boy lost his favorite LEGO minifigure and wrote to the company. LEGO responded with a personalized letter, a replacement minifigure with extra accessories, and a heartfelt note encouraging the boy to continue his LEGO adventures.

Coca-Cola's Surprise Wedding Proposal
Coca-Cola helped a man propose to his girlfriend by arranging for a personalized Coke bottle with the label “Will You Marry Me?” The company coordinated the delivery and even captured the special moment on video, making it a memorable and unique proposal.

JetBlue's Grandmother's Flight
When a woman urgently needed to visit her sick grandson but couldn't afford the flight, JetBlue stepped in and provided her with a free round-trip ticket, ensuring she could be with her family during a difficult time.

Disney's Lost Doll Adventure
 A little girl lost her beloved doll at Walt Disney World. When Disney staff found the doll, they didn’t just return it. They took photos of the doll on various adventures throughout the park, making it seem like the doll had had its own magical experience.

Publix's Special Cake
A young girl with autism wanted a specific dinosaur cake for her birthday, but the local Publix didn’t have it in their catalog. The bakery staff went out of their way to design and create the exact cake she wantedmaking her birthday extra special.

Warby Parker's Generosity
A man lost his Warby Parker glasses on vacation and ordered a replacement pair. The company sent him two pairs: one to replace the lost glasses and a spare pair, together with a handwritten note expressing their sympathy for his loss.

Fairmont Hotels' Teddy Bear Reunion
A child left behind a teddy bear at a Fairmont Hotel. The hotel staff not only returned the bear but also documented its adventures at the hotel with a photo album showing the bear enjoying the amenities and having a great time.

Costco's Broken TV Refund
A customer returned a broken TV to Costco after 13 years. Costco’s return policy is typically 90 days for electronics, but they honored the return and provided a full refund.

These stories show how extraordinary customer service can create lifelong loyalty and unforgettable experiences for customers.

What’s your story? Come on, you must have one. If not, get out there tomorrow and make one come true. You will be the better for it. Your company will be the better for it. The world will be better for it.

It’s only common sense.

Dan Beaulieu is president of D.B. Management Group.