If You Gotta Go

Gotham Gal has a great post on her experience with the shipping company DHL.

Basically, she thought the bill she got (for $244) was way too high for what she had shipped. The customer service rep on the phone asked her what she thought it should have been. Gotham Gal said "$40" and DHL changed the bill to, you guessed it, $40.

What a fantastic customer experience. Now look, I'm not saying that the "name your own price" model is sustainable for any business, but Gotham Gal now says she's a "Customer for life". DHL will make up the $200 difference, and then some, quite easily.

Here at TheLadders, our motto is "If they've got to go, make sure they go happy"...OK, I just made that up, but the DHL model of customer service is one that we try and emulate every day.