January 4, 2023 –
I wasn’t eavesdropping, but I overheard an excellent story about the surprise when a couple’s dog died. And the happiness they experience because one company goes the extra mile to make a customer happy.
The story was about a couple who had to put their dog down before Christmas. Sad as they were, they also were confounded about what to do with the large shipment of dog food that had just arrived from Chewy Dog supply.
They called the Chewy hotline, explained their situation, and asked if they could return their recent order for credit. We will credit your account, and please give the order you have to a local pet shelter or someone who can use it. We are sorry about the death of your dog.
The Chewy goal is to deliver the best products with the best service. The surprise of this story came next. Two days later, the couple received a UPS package from Chewy. Inside was a condolence card regarding their pet’s passing and a vase containing a dozen red roses.
The Chewy web page claim, “Happy customers are always our #1 priority, and our team members are passionate about finding new ways to wow both pet owners and the industry at large.” You didn’t ask, but I believe a condolence card and a vase containing a dozen red roses say, WOW!