The right way to deal with a complaint

We talk enough about small business mistakes and customer service problems, that I’m always happy to share successes, too. Our friend Mike Gunderloy was kind enough to share this story, after mentioning it on Twitter.

We’re having our entire yard redone this year – from sprinklers to new patio to replacing every growing thing on the lot (the previous owners’ landscaping just didn’t agree with us). As part of the deal, the kids are getting a nice new play area, with a giant play structure in the middle. After poking around a bit, I decided to order one of the high end wooden sets made by Gorilla. A little bit further research on the net led me to WillyGoat, who had the exact set I wanted and beat the price that it would cost me to buy from Gorilla directly.

So, I placed the order, gave them my credit card number, and they had 800 pounds of play structure pieces on a truck headed my way the same day. In consideration of my aging back, I paid the extra $60 to get it delivered by a truck with a liftgate. The boxes showed up today, as promised – on a truck with no liftgate. Fortunately, several of our landscapers’ helpers were planting things, so I press-ganged them into helping haul the 200-pound boxes off the truck and into my front yard.

Then I called WillyGoat, expecting to run into a barrage of questions and resistance over refunding that extra $60, probably blaming it all on the trucking company. I was completely surprised. The friendly gal on the phone took the order details and promised to get right back to me. Then, 14 minutes later, my phone rang – with the news that the extra charge had been reversed. No questions, no argument, no fuss; they just did the right thing. And if I need more high end play equipment – or anyone else in my neighborhood full of kids does – I know where I’m heading first.