What Does "Make It Right" Really Mean?

A couple of folks asked me what ProFlower’s meant when the said they would “Make it Right,” in my earlier post.  So I called, and they mean what they say.  They answered my call immediately (no long delay listening to commercials or music).  I explained that I had received this email.  She asked for my order number, and she said that since it was delivered late, that they had already refunded my delivery charge.  She said that this did not happen very often, and that she was very sorry that it occurred.  Since I had called in, she wanted to make it right refund the entire order.  I didn’t ask for this, it was just offered.

I asked if this is how these situations is normally handled, and she said they will do what they need to when something does go wrong to try to make it right.  She said she has only handled about three situations where this has occurred.  The most recent was a woman who was not on great terms with her mother-in-law.  The woman had sent flowers for the mother-in-law’s birthday and they were not going to arrive on the appointed day.  The ProFlower’s rep said that she called the mother-in-law, explained that the flowers had been ordered in plenty of time, but the company had a problem, and read the woman’s card to her over the phone.  Now that is great service…and a great way to keep a customer satisfied and get repeat business.

Quality is so important today.  If ProFlowers had been willing to send the subpar flowers, I might not have known (but the recipient would have).  No opportunity to get the recipient as a customer.  If they had not told me about the screw up, they could have lost me as a customer.  By sticking to their quality commitment, and providing great service, they win on all levels.

Comments

[kayle]

that seems like a great deal.