Convenient, proactive and A+ customer service? A mother’s dream!

By Melanie Coburn

We are a city family, and we enjoy the many benefits of city life. But when it comes to purchasing baby supplies (diapers, wipes, etc.) being a city family means that we do not have the space in our home to use some of the more affordable, bulk ordering companies out there. Many suburban and rural readers go the bulk route, and that is great…for them.

For us, several factors make Diapers.com THE best place to order supplies: a shared shopping cart with four other amazing sites (Soap.com, Wag.com, Yoyo.com and Casa.com), an incredibly easy reordering process (“Re-Order My Stuff”) and FREE 2-day delivery (which almost always = overnight delivery) with any order over $49! These alone would make using Diapers.com a no-brainer. They could stop there and I’d be happy. But they don’t.

I recently “registered” for some items for baby #2, two of which were (supposedly) a matching organic onesie and hat. To my disappointment, I opened a gift to see a faded onesie that in no way resembled the color of the hat. I called Customer Service at Diapers.com to inquire about a return. After a couple quick questions, they immediately credited my account for the amount of the two items, and asked me to donate them to a charity or church in their name. They didn’t ask for any documentation, or hassle me with printing a label, attaching it to a package and mailing it to them. Instead, they made it incredibly easy for me, while supporting the local community with a donation that will make another mother happy.

I’ll share another story that displays proactivity at its finest! About a month ago, I received an email from Diapers.com alerting me to a recall on a Crib Tent product I had ordered from them the year prior. They took the initiative to alert their customers and give them specific directions on how to get a credit/refund from them (which they actually aren’t required to do). Not only did they immediately credit my account after a quick phone call. They also made it easy on me by asking me to “destroy” the product vs. mailing it back. Again – convenient AND proactive!

I’ve never heard of retailers going above and beyond like this (except for Zappos), so I now go out of my way to tell friends, family and colleagues about these remarkable experiences. What are you doing to make it EASY for your customers to keep coming back? How are you being PROACTIVE with them?

Share

4 Comments

  1. by Bev Gray on June 28, 2012 at 11:05 pm

    Under Promise; Over Deliver — Our favorite “tool” for employees, clients, and prospects at Exhibit Edge.

  2. by Melanie on June 29, 2012 at 10:20 am

    Absolutely! Thanks for commenting and hope to see you soon!

  3. by Lori Murphy on June 29, 2012 at 8:25 am

    Melanie, I couldn’t agree more. When I first used their website I anticipated receipt of items in a couple of days and was thrilled when my anticipated Moby wrap arrived the very next day.

    So happy you wrote an article – I totally relate.

  4. by Melanie on June 29, 2012 at 10:22 am

    Thanks Lori, and glad you can relate! It seems we’re not the only ones with great things to say about Diapers.com either as I’ve received lots of great feedback. It’s refreshing to see a large business like them going the extra mile with their customers!

Leave a Reply