When someone responds

I have to brag. I feel loved.

On three separate occasions, I “spoke” with four different people from Crate&Barrel. Five if you include the supervisor. I’m in wedding registry mode. It’s been interesting. But this is not a rant, I promise. It’s a reminder that people are awesome.

First impression: if you call the customer service number and there is a wait, they offer to call you back. They recognize your time is valuable. How considerate.

Anthony, my first C&B friend, was incredibly kind. He even called me back, twice, after he spoke with his IT team. “We have been dealing with issues online, but there’s a solve. We will try this first.”

Unfortunately, the issue arose again. The issue: can’t log into my account.

So I went the IM chat route. Immediate response from Laura. She reset my password and asked me to wait 15 minutes.

Back to Sherri via IM, who looked back through the call/chat log, and noted my issue would be best served by the registry team. She gave me the phone number and I called.

One minute later, JoReen answers. She, as well as everyone else I’ve communicated with, apologies for all the issues I’m experiencing. But together, we’re fixing this. New security features, questions, passwords, blah blah blah… she didn’t care about telling me the details. She was focused on a happy camper at Crate&Barrel.

Of note: I have not purchased ANYTHING here. I’m registering for gifts I hope other people will purchase for me. I’m not a customer. I’m a prospect. But they made me feel like family.

After the kind words, pleasant conversations, and effort to rectify my IT issues, I just had to chat with the supervisor. Marty graciously accepted my compliments, and he told me that each team member would receive a certificate for going the extra mile. My praise will be a part of each team member’s annual performance reviews. I am so happy because of these people. Whenever I have the chance, I will talk about, shop at and praise C&B. The people behind the brand are the reason for that.


Have our expectations been managed to anticipate shitty customer service? Should be we as surprised and delighted by awesome experiences like this? The least we can do is embrace them. The best thing we can do is take note and follow their awesome lead.

Katie Scully Katie Scully is a Community Manager at Brains on Fire. Meet her here.

Like this post?

Why not share with a friend?