Chewy Customer Service - Value Skew

[alord]

Just wanted to share this tweet from a customer of Chewy which reminded so much of what MJ often says.

"Crappy customer service is a huge skewing opportunity."

https://twitter.com/i/web/status/1536930380082728961

View: https://twitter.com/alcesanna/status/1536930380082728961


In this case the customer service of Chewy was so good that it went viral.

 

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[Mathuin]

Wow, that's awesome. Thanks for sharing.

That maybe cost Chewy like $100-$150, but look at how much exposure it got them.

Surprised to see this from a public company, especially one whose stock has fallen 75% in the last 18 months.

 

[alord]

Wow, that's awesome. Thanks for sharing.

That maybe cost Chewy like $100-$150, but look at how much exposure it got them.

Surprised to see this from a public company, especially one whose stock has fallen 75% in the last 18 months.

Yeah, exactly! I can only imagine how challenging it must be to run a company this big and still being able to run do customer support so personalized and relatable. But the return is there, especially in an industry with repeated customers like pets

 

[MJ DeMarco]

I had someone last week who bought a book at full price and a week later wanted to return it. Not sure why, but I'm guessing he hated the book. He was utterly surprised when my CS told him that he would get a full refund, and that running to the post office to return the book was not necessary. We told him to simply donate it, or drop it off at a thrift shop.

Sometimes it just is the better decision, from cost to practicality, to just let the client keep the item and refund. Many times returns end up unsalable anyway.

 

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[Feuertaufe]

Just wanted to share this tweet from a customer of Chewy which reminded so much of what MJ often says.

"Crappy customer service is a huge skewing opportunity."

https://twitter.com/i/web/status/1536930380082728961

View: https://twitter.com/alcesanna/status/1536930380082728961


In this case the customer service of Chewy was so good that it went viral.

Thats what business should be. Put your customer first. Thanks for sharing. Im going to save their respond.

 

[biophase]

I

Just wanted to share this tweet from a customer of Chewy which reminded so much of what MJ often says.

"Crappy customer service is a huge skewing opportunity."

https://twitter.com/i/web/status/1536930380082728961

View: https://twitter.com/alcesanna/status/1536930380082728961


In this case the customer service of Chewy was so good that it went viral.

We do the same thing when a customer wants to return something for the same reason. The flowers cost us $80 each time.

 

[biophase]

I had someone last week who bought a book at full price and a week later wanted to return it. Not sure why, but I'm guessing he hated the book. He was utterly surprised when my CS told him that he would get a full refund, and that running to the post office to return the book was not necessary. We told him to simply donate it, or drop it off at a thrift shop.

Sometimes it just is the better decision, from cost to practicality, to just let the client keep the item and refund. Many times returns end up unsalable anyway.

We always say yes to any return request and ask them to donate to a dog rescue. We never ask them to send it back but sometimes they insist. It costs more in shipping costs(we email them a label) and labor to sort returns then the price of the inventory.

 

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