I just had a really excellent customer service experience with our blog and CMS provider Squarespace.
About 40 minutes ago I accidentally deleted the content this page. And I couldn’t undo the changes. Of course I was frustrated and went on a mantra about the importance of undo and versioning in any application and about the damage done by unforgiving systems that expect users not to make errors.
About 20 minutes ago I gave up looking through my browser cache and wrote a desperate “save me” mail to the Squarespace customer support.
10 minutes ago I got a reply back from Christa explaining that she cannot retrieve lost portions of a page but that she had found a cached version on Google. She has also copied and pasted the page in a new page on our site.
5 minutes ago the page was recovered and I fell in love with Christa and Squarespace and Google and the Internet and the world in general.
Now I’m telling everyone about it.
The take aways
- Great customer service creates great experiences in moments where customers are normally emotional
- Recovering from errors elegantly will increase loyalty
- Positively emotionally involved customers will become your advocates.
Did you also have great error recovery experiences you would like to tell the world about?