Has a company ever sent you balloons on your birthday?

February 28, 2009 5:39 PM

What are some companies that make it fun to be a customer?

To clarify: I'm not just looking for examples of companies with great customer service. Something beyond that - going out of their way to make being a customer a really enjoyable experience, well beyond what is expected.

posted by entropic to work & money (44 comments total)

Casinos?
posted by TwelveTwo at 5:39 PM on February 28

Distillers.
posted by box at 5:44 PM on February 28 [1 favorite has favorites]

Well... brothels?
posted by you're a kitty! at 5:52 PM on February 28 [3 favorites has favorites]

Commerce Bank, until, sniff, they got bought out by that horrible green bank. The lobby always smelled like cinnamon, they put out water for dogs, they had change counting machines, and everything was red and shiny.
posted by footnote at 5:52 PM on February 28 [1 favorite has favorites]

Virgin Atlantic always treated the steerage class much, much better than it had to whenever I flew them.

Plus they gave out cookies and milk during delays!
posted by The Whelk at 5:54 PM on February 28

Distillers, definitely. I've been to several Johnny Walker tastings, free events with food and liquor and pretty girls and such, well-run events with veritcal tastings all the way up to their Blue Label. Also Macallan--they run through their whole line, with an affable "guide" at a fancy private club. Nothing for sale, either--just giving away a bunch of free booze to promote their brand. Everybody's having fun there.
posted by MrMoonPie at 5:56 PM on February 28

My local paintball field, Northwest Paintball Park. Definitely some of the most gracious proprietors of any business I've ever encountered.
posted by Netzapper at 6:01 PM on February 28

Woot.com!
posted by spatula at 6:02 PM on February 28 [1 favorite has favorites]

WestJet flight attendants seem to like their jobs well enough and tell corny jokes at the drop of a hat.

"In the event of a sudden loss of cabin pressure, masks will descend from the ceiling. Stop screaming, grab the mask, and pull it over your face. If you have a small child traveling with you, secure your mask before assisting with theirs. If you are traveling with more than one small child, pick your favourite."
posted by maudlin at 6:16 PM on February 28 [7 favorites has favorites]

I've heard great things about Zappos and their customer rep chatted with me for over twenty minutes giving me personalized suggestions for winter boots. Orders arrive promptly and shipping is often upgraded.
posted by peacheater at 6:17 PM on February 28

And Zappos really will send you flowers.
posted by peacheater at 6:18 PM on February 28 [7 favorites has favorites]

Came here to recommend Zappos....so, 3rded.
posted by nitsuj at 6:28 PM on February 28

Not sure if an eBay seller counts but I bought a really (really) heavy piece of furniture from this husband and wife team. We had a lovely email exchange throughout and it was delivered by friends of theirs who not only went out of their way to make sure that it got upstairs in precisely the right spot but stayed for the rest of the afternoon drinking tea, talking dogs and giving us invaluable advice on restoring the wooden floors and doors in the house we'd just bought.

As for woot.com, dammit, I wish we had one on this site of the pond!
posted by ceri richard at 6:49 PM on February 28

A couple of the times I ordered from Core Cases, Corey, the guy who ran the place, would throw in an extra case and a handwritten Post-It instructing me to give it away and spread the word.

It's been a while, so I have no idea if they still do this or not, but it was a nice personal touch.
posted by fairytale of los angeles at 6:49 PM on February 28

Our local Cox Cable provider is fantastic. If you call with a problem and an operator isn't available right away, they'll confirm that the number you called from is the number you want to be called at, and they'll call you when someone is available, instead of you having to wait on hold for 20 minutes. If they screw up, before you even complain, they'll send you an apology card with credit for a free movie or credit on your bill. They have service centers that are clean, stylishly decorated and full of tv's to watch. I've never seen a cable company like it.

That said, the service and level of fun completely depends on the regional manager and can vary throughout the country.
posted by shesbookish at 6:49 PM on February 28

about 3 years ago, i used to work at customer service for amazon.com. we used to be able to do fun things for customers who had issues with their orders. for example, one guy ordered a bicycle for his daughter's birthday, and it came missing a part. we replaced the bike and placed an order for all kinds of bicycle accessories for his daughter for free. i used to make free orders for customers all the time for things to go with their messed-up order, but i was especially nice to people who placed order for their kids. i cannot tell you how many toys i sent out for free during christmas season just to make somebody a little bit happier, even if they were already happy. i don't think amazon is quite as lenient with their giveaway policy now, though.

other than that, i really enjoy being a customer at lush. everytime i shop there for my face wash, i can ask for samples of things, and they'll give me good-sized sample bars of soaps and face wash and moisturizer.

i don't know if threadless still does this, as i haven't ordered a t-shirt from them in over a year, but they used to send stickers and postcards with t-shirt designs on them in your package. i always liked that.
posted by kerning at 6:53 PM on February 28

Some smaller breweries (especially brewpubs) will let you hang around and drink beer with the guys who actually brew it. Doesn't get much better than that.
posted by devilsbrigade at 6:57 PM on February 28

@zappos is a cool guy on twiiter too.

They did a piss take on the whole Bush shoe throwing incident with an employee having shoes thrown at him while he extolled the virtues of Zappos. I did an @reply and said, that "guy needs a raise (and a bath, just saying)." Instantly I get a DM saying "I'll tell him." Next day, I replied to that and said, "So did you tell him?" I got back "I told him I would give him one or the other, but not both."

And he had one I was trying to find where he said something like, "Flight attendant says she saw Zappos CEO on TV. I said, 'you mean me?' 'No, this guy was taller and articulate.'"

The fact that I can even remember some of this person's tweets should show that they stand out.

And I sent him a DM last night saying I'd spotted their product on "Inside Edition," and had a reply when I woke up.

I also can say Avery Soda is a fun company, but won't take up more space with why.
posted by cjorgensen at 7:09 PM on February 28

My family goes out of its way to visit Stew Leonard's (wikipedia). It's less about the customer service policy (although I know a lot of people love it) and more about the experience -- it's not somewhere you'd make quick runs for staples, but it's fun to visit on a boring Sunday, and once you're there, you're set up for impulse buys you wind up not even regretting. I love the quality of the products, the layout the samples, the entertainment, the typography and design . . . it's just part of the overall attention to detail (well, maybe not when it comes to taxes).
posted by booksandlibretti at 7:55 PM on February 28

Also -- because my attention to detail is apparently slipping -- New York's Shake Shack. I've only been to the Madison Square Park location, but the cashiers are incredible. They're hustling around on their feet all day, it's hot as hell, there's a never-ending onslaught of customers . . . and they're always friendly and welcoming and ready to make recommendations about what to put in your custom concrete. Lots of the workers are downright jolly, and it doesn't even come off as fake; I don't know how they do it.

My childhood dentist/orthodontist also deserves a mention. He hires really nice, friendly receptionists and cleaners, there are great kid-friendly themed rooms, you get a sticker and a bracelet for behaving . . . and the day I got my braces off, he sent me a red rose. Because he was such a genuinely nice guy, it came off as sweet rather than creepy.
posted by booksandlibretti at 8:01 PM on February 28

The cashiers at Trader Joe's go WAY beyond what's necessary in terms of being personable and helping you out. I couldn't figure it out until I saw a hiring announcement that showed their benefits plan...

Personally, I think Google makes stuff that's fun to use. Something about the employees making projects their actually interested in...
posted by xammerboy at 8:23 PM on February 28

WestJet flight attendants seem to like their jobs well enough and tell corny jokes at the drop of a hat.

"If you have any questions, please keep them to yourselves -- it's been a long day."
posted by ricochet biscuit at 8:36 PM on February 28

I've never actually been, but I've heard that Jordan's furniture stores in massachusetts have things like trampoline and trapeze setups, slush machines and other marvels that surely make it a joy to buy a new couch.
posted by If only I had a penguin... at 8:41 PM on February 28

I know a knitting boutique (Woolwinders in Maryland) that's basically an old-timey salon. The owner breaks out the wine, provides couches, a library of pattern books, and all the help you need with knitting. The socializing wasn't my thing, but there were plenty of women who just hung out there regularly. It got to the point where it felt really rude to just pick yarn, have it rung up, and walk back to my car without any sort of minimal chatting. From reading a little on Ravelry, seems that's more or less typical for the new wave of hip, designer yarn boutiques.

Also, for pretty much the exact opposite gender-coded hangout, Games Workshop is a tabletop gaming company that makes mineatures of robots and elves and whotnot to stage battles in scenic dioramas. Part of the employee's duties is to play with any new players or folks curious about the game. So 60% of a typical store is an area with dioramas and different sets to play with. Chummy, interactive kinda retail setup since it's such a niche market. I mean, for a gaming or fantasy nerd, it means alot to be able to walk into a store and start gushing to the clerks over how cool a dragon/robot/tank looks. Peer acceptance!

And yes, zappos 4 evar.
posted by cowbellemoo at 8:47 PM on February 28

2nding Trader Joe's. Best cheap wine collection ever! And, if you bump into their wine steward (is that the title? I should know what that person's job title is. Sheesh on me!)... if you bump into that person, be prepared to have your ear talked off - in a good way. They're awesome. Awesome awesome awesome.

Also, Apple. Drop by one of their stores at an off time (when it's slow) and they'll be happy to teach you all sorts of cool stuff. I wish there was a place like Apple to go to buy a PC because 'm dying to check out netbooks, but the PC buying experience is frustrating by comparison.

...Last but not least...

McMenamins (brewpubs in Oregon). They bought an abandoned elementary school and turned it into a collection of bars, pubs and more! They turned the old gymnasium into a cheap movie theatre, complete with old funky armchairs and couches.
posted by 2oh1 at 9:16 PM on February 28

Penguin, of the Caffeinated Mint (www.peppermints.com). They've never just sent me my order. There's always some random freebie, socks, stickers, other product samplers etc. Mind you, I order by the case. One time a case got lost in the mail they resent without so much as a question. Very classy IMO.
posted by tiamat at 9:20 PM on February 28

Disney World/other Disney parks. Trader Joe's is also an excellent example.
posted by cmgonzalez at 9:37 PM on February 28

I haven't flown in several years, but back in the 1990s when I traveled a lot, the staff of Southwest Airlines were always great. Not only the funny flight attendants, but also the reservation agents and customer service folks. I accidentally left a parcel on an airport shuttle bus in Atlanta once (it was a hastily wrapped large faux stained glass beer sign I'd bought at an antique shop. I hadn't even marked it with my name or any sort of ID). I realized it as we were taking off, and the flight attendant overheard me moaning to my husband. She gave me directions to Southwest's lost luggage area in Detroit Metro Airport and told me to file a report. I did, and those folks were downright dogged in locating this thing I'd only paid $20 for. I remember they called me at home on a Sunday night to say that they'd located it in Atlanta at the bus company's lost and found and I could pick it up any time Tuesday at Metro.

Also, Ed Schmid Ford in Ferndale, Michigan. I don't know if they do this for all their customers, but my parents have leased their last four vehicles from this dealership. The company sends my mom a dozen roses every year on her birthday, and give my folks free oil changes and a few other tune-up type things on the house.
posted by Oriole Adams at 10:44 PM on February 28

Trader Joe's. They have unique products, but everything centers around the customer experience.

*Disclaimer*, I work there. The benefits package they offer for part time (20+ hrs/wk) is outstanding. I gave up engineering for a supervisory position at Trader Joe's. The pay is well above industry standard, and the employees are treated as well as we treat the customers, in my opinion. I feel lucky, I have a great job at a great company. Trader Joe's does it right.

I also second the Apple stores. They seem genuinely interested in helping you if you need help.
posted by santaliqueur at 12:00 AM on March 1

782CDs, when they re-recorded a 78 of "HMS Pinafore", and thought they'd done a better job, sent me a copy of the new CD. Totally out of the blue, gratis. I only wish that they hadn't been shut down over a copyright ruling. That was some excellent early Gilbert & Sullivan.
posted by orthogonality at 12:15 AM on March 1

Ikea. I can't even really explain it. Something about their cafeteria. I rarely find myself craving Swedish meatballs, but when I'm at Ikea, it's pretty much exactly what I want to eat.
posted by Afroblanco at 12:47 AM on March 1

Seconding IKEA, but more for the example rooms all over the place.

Also, many sellers on Etsy, as well as indie zinesters/craftsters/etc, will do this for you.
posted by divabat at 1:51 AM on March 1

LL Bean's makes it fun to be a customer. On the phone, you can actually have a nice little personal chat with their phone people and hear a real Maine accent. They were the first company I dealt with that sent their merchandise in an envelope that could be reused for the return. Their online interface is great. Their products are well made and can easily be returned. I can't think of any other company I've dealt with this long--thirty years or more--that has provided this level of customer satisfaction. Why more companies don't just adopt the LL Bean model--just treating the customer well year after year--instead of the MBA market-the-hell-of-you gotcha model, I don't know. But I always look forward to a transaction with Bean's.
posted by Elsie at 1:53 AM on March 1

Oh, man... I want to second LL Bean.

I bought some rifle ammo there. After driving 3000 miles across the country to our new home, I opened the box of ammo to discover that several rounds had been struck with a weak firing pin and then returned--there were firing pin dimples in the primer. I called them up, and discovered that they wouldn't ship me more ammo (they don't ship ammo).

But, as I explained to customer service, it wasn't so much that I wanted the money or a replacement, I wanted to make sure that it never happened again. The guy at customer service was utterly and completely shocked and appalled that they'd sold me unsafe ammunition. Not on a liability, we-might-get-sued level, but in an honest, "Jeeze, that coulda killed you," level.

So, they transfered me to the store where I'd bought it. And I talked to the manager of the gun counter. He was also totally aghast that he'd possibly been the one who sold me something that could blow my head off. And he honestly convinced me that he was going to make a policy change requiring the examination and inspection of return ammunition, even though LL Bean will let you return anything at any time.

It was a pretty awesome trip through customer service, full of people who genuinely convinced me that they cared about what had happened--not just about getting me off the line to improve their call center throughput.

REI is the same way, actually. To the level that it's trivial to abuse it... I saw a woman walk into the backpack section with a pack she'd obviously used for several years on the trail. Dust, dirt, scuffs, etc. And she returned it with the stated reason that "it didn't live up to [her] expectations." After she made the return and it'd gone through, she mentioned to a different sales dude that she'd had a bag similar to the new one she was picking out, but that it was "such a grody color, [she] wanted a new pretty blue one."
posted by Netzapper at 2:51 AM on March 1

This may seem unlikely but I'll say British Airways, at least for long-haul flying.

Even in cattle class, I've always been treated professionally, and they try to make the wedged-into-economy-class as comfortable as possible.

Plus, they're liberal with the bar cart. Very liberal witht he bar cart.
posted by generichuman at 3:20 AM on March 1

Kiehls. The women at the counter (I've been to two counters in the UK, one in the US and a proper store) are without exception helpful, courteous and non-judgemental. They know their stock. They offer free samples and you often get a handful. Once when I bought a gift for a friend and could only afford one product, they popped a load of quite big samples into the gift box so there was more for her to see and use. They also have a card for each customer and know what you buy.

Also Up and Running, the store in Birmingham UK is fab, they seem to KNOW me and I don't know how as I am not a stand-out runner in any sense of the word. Maybe I'm the only rubbish amateur slow lady who goes in there. They gave me 10% discount on the last thing I bought there for no reason other than I was a regular, and if they see me passing, they wave! Having said that, I popped in to thank them after I'd run the half-marathon, so I do give back to them...
posted by LyzzyBee at 3:42 AM on March 1

McRoskey Mattress Company in San Francisco. Not only the best mattresses in the world, but hands down the best consumer experience I've ever had.

They've been family-run since 1899, and I swear everyone you deal with there, from sales to shipping to customer service, treat you like you are a family member. Everyone knows everything about the products, and they are charming, witty and delightful company to boot.

I purchased my first mattress from them over a dozen years ago, before they kept computer records. But when I returned last year to buy another mattress, they were able to instantly produce an index card (!) with my purchase history, my preferences and feedback.

I not only got a follow-up call to make sure I had received the mattress and that it was everything I expected, I got a separate call to make sure the pajamas I bought fit properly and that I was happy with them!
posted by trip and a half at 7:23 AM on March 1

The Container Store!!!
posted by jgirl at 7:25 AM on March 1

I totally love Abel and Cole - they send you different veggies every week depending on what's in season and on their site they've got loads of recipes which is fantastic if you've no idea what to do with the celeriac or other weird produce. It's actually made me enjoy cooking, because I don't know what I'll get from week to week.

It's sort of expensive but Abel and Cole are really fun and that's what made me sign up - the delivery driver even hides my veg box behind the hedge because I work during the day :)
posted by cardamine at 9:13 AM on March 1

Whether you're a musician or just a customer, interacting with CD Baby is an absolute joy. You can tell that the whole company is staffed by people who just want everybody to enjoy music. And if you just want to talk about good old-fashioned customer service, I'll vouch for Lands' End, Smoke & Fire and Holdup Suspenders.
posted by Faint of Butt at 10:12 AM on March 1

Porter Airlines flying out of downtown Toronto. Made air travel enjoyable and dare I say glamourous. The airport is tiny and dedicated to the one airline so they've been able to customize the experience to their passengers. The general waiting area is a plush and swanky lounge with comfy chairs, free snacks and beverages, computers and free wifi. Plus there is the novel experience of taking a very very short ferry ride to get to the tiny airport on Toronto Island and a fantastic view of the city skyline on takeoff.
posted by kitkatcathy at 11:13 AM on March 1

i'm going to nth ll bean. a few years ago, my niece and a few of her friends were driving up north and decided to visit the ll bean store in freeport at midnight. when they got there, the store was empty except for some staff riding mountain bikes around the store. they offered bikes to my niece and friends, and they spent time riding around. in the store. at midnight.
posted by lester's sock puppet at 3:11 PM on March 1

T-Mobile Netherlands sends its customers a cut-out-men-style banner in fugly company colours spelling "happy birthday" on their birthdays.
posted by LanTao at 7:42 PM on March 1

ceri richard, I think ibood.com is 'our' version of woot.com. I have no personal experience with this website, though.
posted by lioness at 1:48 PM on March 10