In the age of business today we often hear about customer service and its importance in the overall business experience. But so many times it’s a buzzword that’s thrown around without real meaning. Being in business means that you must have customer service, but just because you mention it or talk about it doesn’t mean that you have it.
I had the privilege of learning customer service from one of the best people in business today. Tony Hsieh built Zappos into a billion dollar company, and the time that I got to spend with him during those early Zappos days was invaluable in shaping the way we think about customer service at MyCube. First, WOW your customers. Zappos used to spend countless hours on the phone with their customers listening to their questions, fulfilling their needs - whether they related to shoes or not. One time, I heard the story of someone who called in and really wanted pizza, so the Zappos customer service rep ordered pizza and had it delivered to their house. Zappos always believed that rather than spend money on advertising, they would build an exceptional customer service team and offer free 365-day returns, which would create tremendous marketing value.
Our business at MyCube is a bit different than Zappos, but our core philosophy around delivering WOW to our customers and delivering happiness remains the same. We always put our customers first because we recognize that without them, we don’t have a business. Every call that we take, every order that we process is a chance to have another touch point with a customer and someone we can share our values with. In the eight years we’ve been in business, I can count on one hand the number of safes that have been returned by customers. People love MyCubes because we are upfront about our products and if something happens to go wrong, we respond immediately leaving our customers feeling like they are in good hands.
For us, customer service isn’t just a department, it’s a way of life. It’s how we want our customers to feel when they speak with us and buy a safe from us. They know that they are a part of the MyCube family and that we are a companion that is here to help with anything they need.
And these values also date back to the way that my grandfather built his business in the 1950s - a New York City safe company built on relationships, trust and loyalty. Seeing him interact with his customers when I visited his office as a young kid had a profound effect on me. He treated people with care and respect and made them feel heard and valued. I wanted to build a business that embraced those same values so I could continue his legacy and make him proud.
If you ever have any questions about your safe, we are here for you. Our customer service philosophy is backed by core values that always put the customer first.