Netflix sent an apology note to customers whose DVDs were delayed by their 11-hour service outage on Monday, along with a 5% service credit. In so doing, they perfectly followed the three-steps of fixing customer service problems:
1. Admit fault, quickly.
2. Say sorry like you mean it.
3. Give conciliatory gift of monetary value.
See now, that wasn’t so hard, was it?
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I was so astonished when I got that email that I tried to find an email address on their website to respond to. I wanted to basically say “Thanks for such a nice gesture, it really wasn’t necessary.”
But I couldn’t figure out who to send it to.
To be honest, when I got my films today I didn’t even notice that they were a day late until I got the email. I LOVE YOU NETFLIX!
<3333333333 Netflix! Viva la Netflix!
chouchou: A month has 30 days, so 5% is more than a day worth of subscription.
Also, most accounts are allowed to have multiple DVDs out at one time. So unless they were supposed to send you three DVDs out (assuming the standard 3 out plan). It’s an even better refund (even if, in the grand scheme of things, it’s a little less than a buck).
3. Give conciliatory gift of monetary value. In a timely fashion
Just for admitting the problem before someone was actually affected by it, and going out of their way to remedy the problem, Netflix should be voted for one of the ‘best’ of 08.
Way to go Netflix.
@ilikepie: I can here to say that. Good job.