Customer Service Story – The Roomba Vaccum Robot

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Sometimes when companies go above and beyond to delight customers, these customers are keen to show appreciation to the business and share their experience with others. A great customer service story will put a smile on your face and serve as an inspiration for frontline workers in other organizations who wish to delight customers with great service.

This customer service story shared by Alicia Thomas-Woolf on Quora takes us through their experience with the manufacturers of the Roomba vaccum robot when her vaccum got damaged.

“My husband and I have a (very expensive) Roomba. With difficulty, we managed to import it from the UK (a very expensive thing to do!) early in our marriage.

It was wonderful and we loved it, we even called her Sally. Not long afterwards, Sally ate a cable and broke. When my husband had a business trip to London, he sent Sally back to the UK to the manufacturer, with a note I’d written.

The manufacturers fixed the Roomba at no charge, bless them. However, it took two years until my husband had another business trip to London and managed to collect our beloved Roomba and bring it home (in the meantime, Londoner friends of ours had kept it for us in their basement).

When we opened the box, there was a reply note inside.

We are very careful to keep Molly away from cables”

The manufactures could have easily sent an email informing Alicia and her husband that the Roomba was beyond repair. Instead, they took it as an opportunity to show the customer they cared about making them happy by replacing the Vaccum at no charge and responding to their hand written note.

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It is safe to say Alicia and her family will be using the Roomba vaccum and telling this story for a long time. That is how to convert a customer to an advocate!

 

Kelechi Okeke
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