I just had a pleasant experience with a back order from L.L. Bean. How can you have a good experience with something that's been on backorder for 6 weeks? Well let me tell how.
First the background. On April 1st, I ordered 5 pairs of chino pants and 1 was on backorder. The CSR told me immediately that the color would not ship until May 15, six (6) weeks later! I liked the color and the price so I let it remain on backorder.
Well guess what? The 4 other pairs came in 2 days shipped for free on my L.L. Bean card and express delivery which is standard. And the back order arrived before May 15th much to my surprise-I'd forgotten it. Who hasn't had nothing but disappoint with projecting back order dates arrivals?
But even as important, I found something of real interest printed on the backorder's order/packing slip. On the line above the item was this message:
"SORRY FOR THE DELAY - THANK YOU FOR WAITING"
It struck me, how many times do we thank customer's for their patience when we disappoint them? And better yet, how many times do we follow through with the promises we make on backorders? But then, that's why I always use L.L. Bean as one of the standard bear's for high customer service.
First the background. On April 1st, I ordered 5 pairs of chino pants and 1 was on backorder. The CSR told me immediately that the color would not ship until May 15, six (6) weeks later! I liked the color and the price so I let it remain on backorder.
Well guess what? The 4 other pairs came in 2 days shipped for free on my L.L. Bean card and express delivery which is standard. And the back order arrived before May 15th much to my surprise-I'd forgotten it. Who hasn't had nothing but disappoint with projecting back order dates arrivals?
But even as important, I found something of real interest printed on the backorder's order/packing slip. On the line above the item was this message:
"SORRY FOR THE DELAY - THANK YOU FOR WAITING"
It struck me, how many times do we thank customer's for their patience when we disappoint them? And better yet, how many times do we follow through with the promises we make on backorders? But then, that's why I always use L.L. Bean as one of the standard bear's for high customer service.
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