The demise of customer service is something we hear about all the time. But how often do we take the time to point out good customer service? Right, not nearly enough. So in an attempt to improve this I’d like to share an experience with Regal Lager, the US distributor of the Diaper Dékor Plus (DD+) diaper pail…err, “diaper disposal system.”
We’ve been using the DD+ since our daughter’s birth in early March. The hands-free design is a big plus and the unit performed very well for about four months. Then one of the interior spring-hinged flaps broke. We used it this way for several weeks while we looked at other options. But once our daughter started on solid foods…well, let’s just say we intensified our search.
After reading online reviews, it was quickly apparent that diaper pails are right up there with politics, religion and breast-feeding when it comes to generating passion among supporters of the various options. And although I added diaper pails to the list of “topics to avoid with strangers,” I still didn’t find a clear winner. The DD+ was one of the leaders, along with the Diaper Genie and the Diaper Champ. While each model has its quirks, the hands-free feature on the DD+ kept us coming back. But we really didn’t want to shell out another $40 for a new one. After tracking down a customer service number on the refill instructions, we called the manufacturer. After a quick explanation of what happened, the rep said he would send out a replacement insert. Four days later it arrived via UPS. No hassles about proof-of-purchase or shipping costs: they just shipped it. Now that’s customer service!
This experience was a nice change from the hassles of dealing with Budget over a rental car fiasco that almost ruined our July vacation. Countless calls later and all I’ve received from them is a form letter telling me that they “look forward to serving (my) future car rental needs to (my) complete satisfaction.” Right, because they handled my last rental experience so well…
There’s a saying that we should “vote with our wallets.” Well, Regal Lager has my vote. And my money (those refills add up). And while Budget may have the money from our vacation rental, they’ve lost a customer for life.
Had a good customer service experience lately? Visit our message boards and share your story with other Southern New Hampshire Parents on the Shopping board.