Ten out of ten from eight point nine.

If you’re a regular reader then you’ll know I spend a lot of time pointing out bad customer service and engagement so it’s only fair that I bring you good examples too.

As a coffee snob I like to use the artisan coffee blenders EightPointNine whose great new service allows me to blend coffee just as I like it, name it, and then they post it to me.

It was my father in law’s 75th birthday also last week and so I decided to make him a blend and get it posted to me. As he’s Latvian I decided to name it in Latvian for him. When I came to order it there was a bug in the ordering system that prevented me from checking out and completing the order. Time wasn’t on my side.

As I often do, I tweeted the fact there was a problem. I exchanged tweets with the 8.9 guys before so I know they would answer. However not only did they answer but within seconds I had a personal email from one of the co-founders at 8.9 asking if they could help.

What was great was that they had to look up my twitter account see my name then cross ref with it with their system to find my email address and then take the effort to contact me. We exchanged a few emails and they kept me informed of things as they got them fixed.

Now it took a while to get fixed but they made every effort to make sure my coffee arrived on time so that my wife could fly it out to Latvia for my father in law’s 75th. He was a happy man, pictured below holding the coffee.

So maybe the first 8.9 coffee to go abroad and certainly the first in Latvia or even the Baltics.

I really felt like they we’re interested in fixing the problem and keeping me up to date and, getting that special coffee to me on time was top priority! I’m sure these guys are really busy getting this venture off the ground and yet they still managed to do it right. Why is it so difficult for other companies to get customer service right?

Do take the time to check out EightPointNine if you haven’t already.

As usual, comments are most welcome please do leave them below.

Gary

I love: Norfolk | Food | Cooking | Community | Speaking | Marketing | My Wife x | Great customer service & engagement | Running a business (or 2) | Humour

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1 Comment

  1. Yes, I love their coffee. Fact. But I also appreciate their contact through social media – even making sure that the post has been delivered weekly with my order. It’s all a feel-good factor that will make this company a success.
    Nice article about something nice.

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