Cole Fox Hardware: Customer Service in Action
Published April 20, 2010 permalinkI'm at Ad:Tech this week in San Francisco -- and as luck would have it my laptop charger picked today to fail. I looked at the charger and cord for a minute and realized the power cord itself had failed at the strain relief, a common occurrence.
Not wanting to chance running out of juice...i spied Cole's Ace Hardware, directly across Fourth Street from the San Francisco Marriott Marquis where I was staying. I was looking at the replacement plugs (about $5) and realized I didn't have my tools with me.
The person assisting me, named Moe, simply smiled and said "Go and get your cord: I'll fix it for you here." It took Moe about five minutes to make the repair.
Moe--no doubt following Cole's Hardware founder Dave Karp's customer service credo--knew exactly what to do and had been empowered to do it. Thanks Moe, and thank you Dave for creating an organizational culture that delivers excellent service.
