Tag Archives: UPS

Being Dazzled by Zazzle and What Brown Did For Me

I admit I’m like the plumber with leaks but, unfortunately sometimes we marketing folks don’t have time to tend to their own chores.   It’s the old “do as I say, not as I do” adage.

But, if you’ve dropped by when I HAVE taken the time to write, you know that I am B-I-G on customer service.  (So much so that a recent guest blog post of mine at {grow} was centered around companies who do and don’t listen.) If you get it wrong, I will call you out and if you do it right, I will sing your praises to anyone who listens.

This is such a story. It’s a long one, but it shows amazing customer service and companies who are listening.

It is a story of a tradition, a pig and a goof.  All 3 of which belong to me.  Every Twin City SAMyear our family joins with our besties in hosting a rather large pig roast for our friends.  A few years ago we added themes and logos to the mix and this year was no exception.  A good friend of ours designed the logo, bestie cleaned it up and voila! We have the Pig in Zen 2010 look.  I go to my favorite POD (print on demand) site – Zazzle and place an order for the family to have similar (but not matching..that’s just weird) shirts. 10 days til the party.. figure no problem.

Flash forward to this past Thursday at approximately 2:20 pm – Einstein here figures it would be a good idea to check the tracking of the shirts and make sure that they were on time for delivery from our friends at UPS. And that’s when I realized that my shirts that I’d ordered for a party on Saturday were scheduled to arrive on Monday.

Oh crap.

I send a text to my husband, commiserate on Facebook and then tweet out a little vent on Twitter. Didn’t ask for help. Didn’t really complain – just frustrated at myself. Within 20 minutes, the following messages ensue:

zazzle @KristenDaukas Have you already contacted our support team about this issue?

Me: @zazzle It’s not you.. Out of your hands..I never thought it would take 10 days to get here. Only @UPS can help me now. Or Santa.

zazzle @KristenDaukas Well, it can’t hurt to try! Shoot an email w/details: http://bit.ly/11XytN

UPS @KristenDaukas Let’s see if we can help. Please send your contact info + tracking # to twitter@ups.com.

Me: @UPS You will be my hero if I get these shirts in time for my party on sat. Sending info now.  ( I scurry off to send requested info while crossing all fingers and toes.. )

What happened after that was nothing short of AMAZING customer service.  I get a phone call from Chris Coleman (@ChrisatUPS) in the Corporate Customer Relations department of UPS who listens to what happened.  He then asks if I think we can get new shirts from Zazzle printed up and shipped overnight to me – at UPS’ expense.  As much as I want the shirts and as important as they are to me, I couldn’t possibly think that UPS should take on that big of a cost. It wasn’t Twin City SAM and UPSthe fault of Zazzle or UPS that I didn’t have my shirts.. I simply hadn’t opted to have the shirts expedited to me.

Dear @UPS and @zazzle you guys rock. I hope we can rescue the package but if not, you have shown amazing #custsvc today.

But that is exactly what Chris does.  He gets in touch with Selena at Zazzle and they reprint our shirts and overnight them to me.  They end up arriving about 24 hours after I had sent the first tweet. UPS and Zazzle – if you read this – those two folks deserve some major back slapping from the powers that be. Lunch would be nice, too.

I didn’t yell. I never asked them to replace the shirts. UPS and Zazzle chose to do the right thing for their customer. I am a small business. I do 99% of my work online.. I don’t ship a lot. They really had no reason to go over and above the call of service. But they both did.

Guess who my chosen shipping provider is going to be moving forward? Guess who I will continue to use for my POD (print on demand) needs?