Customer Service Communication: Kohler Comes Through—A Model
When the handyman wrote out his bid for re-polishing our granite counter-tops in the bathroom, he noticed a tiny hairline crack in the sink. “This sink still under warranty?”
“I’m sure it expired yesterday,” I responded. “That’s typically my luck.”
But I checked anyway. A quick look at the paperwork showed that we’d purchased the sink four years ago, and the warranty had expired after a year.
But I thought it was worth a try. I went online to Kohler’s website and found the customer service contact information and dashed off a quick email, uploading 3 photos, hoping the tiny cracks would show up. Within 24-hours Kohler replied, confirming the sink was out of warranty—as expected.
But as UNEXPECTED, the email included an apology for the crack—and stated that Kohler liked to stand behind their products. The service agent asked me to send the name and address of the store location where the sink was purchased, saying Kohler would replace the sink.
What? I re-read the email.
Sure enough, that’s what it said.
I replied to their email with the local store’s address. Within a week, I received a letter from Kohler addressed to the retail store manager authorizing a replacement sink.
Got my sink. Done deal. Had it re-installed the next weekend.
This is how customer service is supposed to work: Easy access. Responsive. Accepting responsibility. Clear communication. Prompt action. No run-around.
Leading customer service communication workshops around the country for the past 25 years and literally “reading clients’ mail,” I can tell you that this is NOT the norm. When it happens the Kohler way, it’s refreshing.
Kohler cracked, and Kohler came through. A satisfied customer here.
Share and Enjoy
No related posts.
Related posts brought to you by Yet Another Related Posts Plugin.
Discussion Area - Leave a Comment