When potential customers are waving buying your product or service or wanting a refund what do you do?
Do you engage in a dialogue to understand what the problem is or do you just give them the refund?
This is a story how one company tipped the balance in their favour and gained a very happy customer.
The company is Headway Themes and it all started with a simple email from the creator of the theme Clay Griffiths.
Background
Whilst I was happy with the theme I was using, I was hearing more about Headway and how it was designed for those of us who do not understand coding but wanted to design our own websites.
After researching it, looking at various sites such as remarkablogger using Headway I decided to buy it.
I jumped in and started the visual editor. Alas I encountered a problem with header image. It didn’t fit and I didn’t know how to fix it. This had been a problem before but I had someone resize it for the other theme I was using. Unfortunately this was not an option this time.
As I had mentioned I was happy with the other theme so I decided moving to another theme was a critical issue.
Tipping the balance
I sent support at Headway an email saying I had made a mistake and how could I get a refund. Due to the time difference between Australia and North America I didn’t expect a reply until the next day.
Within a few minutes Clay emailed back, explained how to get a refund and also asked a simple question:
“How can purchasing Headway be a mistake?”
I emailed that there was nothing wrong with the product; it was the header image which was my problem.
Again within a few minutes, I got an email asking me to show him how it looked. Within a short time Clay modified the header image without me knowing or asking for help, emailed me and asked if it looked okay.
This was totally unexpected and yes it did fit perfectly. To be honest, I hadn’t seen this type of initiative in a long time.
Although this website is still a work in progress, as I was designing it I had a few more questions and Clay would quickly respond and help me. I am sure at times he must have thought Oh No! (or something stronger) when he saw another email from me.
The Result
I am spreading the word.
It is so easy to use and with the visual editor you can see the changes as you make them. You can do so many things that can make a big difference to your blog or website.
Clay’s responsiveness, initiative and honesty made the difference. At no time when I asked for the refund did he do the usual thing of writing about the features or benefits or try and sell me.
If you are looking for a new theme do yourself a favour and check out Headway.
I’m glad your interaction with Headway was a positive one, Susan, but I’m not surprised. That’s one of the reasons I’ve chosen Headway as the frame for the custom-designed sites that I provide at the Home Page Construction Company.
Hi Melodee,
They are a good example for others to follow and that is why I wanted to tell others.
I really like your website, the name and the way you have everything integrating such as the package names – The Bungalow and The Colonial.
This approach must help to differentiate your business in what must be a competitive market?
Thanks, Susan.
It’s so great to be able to provide affordable, custom-designed websites because of WordPress themes like Headway! It’s becoming almost a mission for me to help women entrepreneurs have professional looking sites. I’d like to gain happy customers, too
.-= Melodee Patterson´s last blog ..WordPress and Headway: The Perfect Combination =-.
It is a great mission Melodee and the two are quite a combination.
Great to hear a good news story, Susan. I’ve been awash in bad ones for so long, this is a real treat. Best regards, P.
Sorry to hear that Paul. Hope all improves. I like bringing good news stories as there is always something we can learn.
Tipping The Balance To Gain A Happy Customer…
When potential customers are waving buying your product or service or wanting a refund what do you do? Do you engage in a dialogue to understand what the problem is or do you just give them the refund? This is a story how one company tipped the balance…
Susan.
Great customer service story! I have bought Headway, but I haven’t installed it yet. I need to sit down and do it in the near future. I am writing down my thoughts on the content, design and “site map” for http://EgoSoleTrader.com . I am thinking of getting a new web host provider for my domain in the future. I have heard about a company here in Sweden that is specialized on WordPress.
I think I could need assistance with my EGO header image too. I have recently ordered business cards with my EGO banner and a Twitter inspired speech bubble with the following description: “Martin Lindeskog is a social media enthusiast and a “Trader in Matter & Spirit.”
Hi Martin,
I think you will be happy with Headway. Sitting down to think through the design and content is definitely better to do than just jumping in and using the software.
I actually use Blue Host in the US and they have been great and are highlighted as a recommended host on the wordpress site.
Re you header you might need whoever did your business cards to make a header image. Look forward to see your new website and if I can help just let me know.
Melodee Patterson: I like the design of your site, Home Page Construction Company.
Thanks, Martin! It’s amazing how creative you can become when trying to find a domain name – LOL!
.-= Melodee Patterson´s last blog ..WordPress and Headway: The Perfect Combination =-.
In a business we obviously have to do things that we don’t wanna do to gain our ultimate goal, a happy customer, to then make more money. Them being happy is really the most important thing!
.-= Kelly´s last blog ..How to Take Action Photography =-.
Hi Kelly,
Thanks for your comment and yes sometimes we do need to go the extra step. As you said we want happy customers because the effort we go to at the start usually pays back quickly in dllars and aslo word of mouth.
In your business, how do you go about gaining happy customer? Can you share any tips?