The Man With The Broken Mouse: A Story Of Mice And Men And Doing The Right Thing For Clients

Wednesday, June 27, 2012 18:02
The Man With The Broken Mouse: A Story Of Mice And Men And Doing The Right Thing For Clients

Tags: client satisfaction | integrity | marketing


Three weeks ago, my mouse broke. It’s a LogiTech Anywhere MX. It’s great. I have a backup mouse but it’s less convenient. After letting the broken mouse sit idle for a week on my desk, I did something about it.

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I went to Logitech’s site and searched “Anywhere MX.” Within seconds, I found the mouse has a three-year warranty. I went to my Amazon order to find the receipt, and  found the mouse was purchased 18 months ago.
I logged in to Logitech and posted a short note saying my moue was treating single clicks like double clicks, and I attached my receipt. A few days later, I received an email saying I would get a replacement if I took a picture of the broken mouse with its serial number written next to it. I complied and, a few days later, I received an email saying a replacement was on the way. Today it arrived.
This was the second time I had a problem with this mouse. In October 2011, the receiver stopped working and I filed a similar support message with Logitech and they sent me a new receiver. This time, Logitech sent a brand new mouse and receiver.
No one likes when stuff breaks. But it happens. Everything eventually breaks or fails to work properly. And herein lies a lesson.
Clients know stuff goes wrong. Orders get botched. You forget to return a call. Investments drop in value. People can deal with it — if you deal with them the right way. How you behave when stuff breaks is what matters.
Logitech made it easy for me find out that my broken mouse had a three-year warranty and it made it pretty easy to get a replacement. It fixed my problem.  
When you fix problems for clients, they become more loyal than ever. It builds trust. It's an opportunity.


Comments (1)

Well put Andy. Jump at the chance to confront and fix a problem. 9 times out of 10 its a winning strategy. And when it isn't, its probably a client you don't want.
bramsay , June 30, 2012

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