Since the birth of our first son last month, we’ve been going through diapers like crazy. Our last jumbo pack was Huggies brand. One of the diapers had a metal staple right where my baby’s rear end should sit.
My wife called up Huggies customer support and had a very pleasant experience. After apologizing profusely for the problem, the representative promised some coupons to make up for our bad diaper. The folks at Kimberly-Clark (Huggies’ manufacturer) also said they’d be sending a postage paid envelope so we could return the diaper. They wanted to see if the metal piece had come off of their equipment.
Our little package from Huggies arrived this week. Included were two coupons for $1.00 off diapers and one for $16.00 off (or a free mega pack). Thank you for taking care of your customers!
Create Excellent Problem Resolution
The people at Kimberly-Clark got customer service right. When your customers run into problems, remember and follow the same steps:
- Apologize for the problem and inconvenience
- Compensate the customer for their time and trouble
- Research and fix the problem so it doesn’t happen again
Research the Problem
Hopefully Huggies will take that bad product and figure out what happened. When your customers report problems, take the time to find the root of the problem. Once you identify what caused the issue, you can correct it so that it doesn’t happen again.