Netflix is a company that has strict standards. They understand they live and die by how fast they can turnaround movies and get them back in the hands of their customers.
So whenever there is a hiccup, they apologize. And they apologize whether I complain or not! It just happens.
Perfect example:
A couple nights ago, my wife and I sat down to watch a movie through Netflix using their “Watch Instantly” feature. Surprisingly, there was a notice posted on the web site saying there were technical issues: no movies were available to watch instantly.
Oh, well. No big deal. My wife and I changed plans.
With any normal company, that would’ve been the end of it. They would have fixed the technical issues, and the next time we would’ve been able to watch a movie as planned.
But get this… I open my email and I see that Netflix has contacted me. The subject line says, “We’re sorry you may have had trouble watching instantly on your computer.” The email goes on to say this:
Dear Ryan,
Last night, you may have had trouble watching movies or TV shows instantly on your computer due to technical issues on the website.
We are sorry for the inconvenience this may have caused. If you were unable to watch a movie or TV show last night due to the technical issues on the website, please click the link below, and we will apply a 2% credit to your next billing statement.
If you tried to watch a movie or TV show on the website last night and would like a credit, click on this account specific link in the next 7 days to apply your 2% credit. Credit can only be applied once.
Again, we apologize for any inconvenience, and thank you for your understanding. If you need further assistance, please call us at 1-866-923-0898.
-The Netflix Team
Wow! Now that’s what I call customer service. Not only did they offer me a preemptive apology — they also offered me a 2% credit on my monthly bill just for my inconvenience!
What’s impressive about this is not so much the 2% credit — it makes no difference to me. What’s impressive is the effort they’re making to keep my business. They really care.
And that’s refreshing.
-Ryan M. Healy
P.S. Do you think Comcast could learn a thing or two from Netflix?
{ 6 comments }
We’re also impressed with Netflix. They probably lose money on us with all the movies we go through. They definitely are proactive about getting knowledge of any customer issues quickly.
For instance, we often get emails, “Please tell us when you received Movie X. Was it Tues, Wed, or Thursday?” — in other words, are we doing good? Can we do better?
It doesn’t take much to check in with your customers on a regular basis. Find out how you’re doing and ask for any suggestions. It’s so incredibly rare, you will definitely get points for a wow! factor.
Becki
They went even further just in case. I received the same email and I didn’t even attempt to watch a movie instantly that evening. Like you I was impressed.
In Canada we have Zip.ca. Equally as impressive. If a disc they send you doesn’t play, they instantly send you a replacement plus send you TWO free DVD rentals on top of it.
Even better… I didn’t know what “Blu-Ray” was. Rented a film. Didn’t play in my DVD. Sent it back. An email arrives checking to make sure I understand the different between Blu-Ray, etc. So it was really my fault. But they insisted on sending two freebies, anyways.
I love Netflix for multiple reasons, not the least of which is their dedication to continuing to use direct mail to reach as many customers as possible. So many companies have all but given up on print media.
Of course Netflix service relies on the postal service, but as an internet-reliant company, they’ve shown that what they care most about is reaching as many customers as possible as is evidenced by this direct mail piece I still occasionally receive either offering me a free movie for referring a friend, or what-not: http://www.twitpic.com/dwwy.
@Becki – I get those follow-up emails too. And I respond to them! Netflix is one of a few companies I actively engage with. I’ve noticed a side effect of answering those surveys is it makes me feel like I’m taking ownership in Netflix — like I’m a part of making it better.
@Carl – Never hurts to go above and beyond. :-)
@John – Wow… sounds like Zip.ca is a great company as well.
@Paul – I agree, Netflix does a great job of using direct mail. I’ve saved a few pieces of theirs that I thought were particular impressive.
One thing they could probably work on (like so many direct mail companies) is not sending new customer solicitations to current customers. Seems to happen a lot.
Ryan,
Great story, too bad other companies consider customers the reason NOT to bother them rather than THE reason for their business.
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