I want to share a story about some good, no EXCELLENT, customer service I just received.

I had (still have) my heart set on securing a pair of Skullcandy Aviator Headphones (I wanted (still want) a pair of brown/gold ones). So when they were taking pre-orders, I eagerly ordered mine. The advertised shipment date was June 21.  I believe I ordered mine late May or early June.  Just a couple of days ago I was thinking “hmm, wonder what happened with my headphone.”   But I didn’t much more about it being that I hadn’t been charged because they haven’t been shipped. I’m aware of problems with manufacturing and ship dates, etc.

So, today, Saturday afternoon, I heard the doorbell ring and it was FedEx.  I wasn’t expecting any packages, but I opened the door anyway.  He was nice and friendly, explained how hot it was outside and showed me how much he was sweating (too much information, but a friendly guy nonetheless).  I’m wondering who the package was from, and I see Skullcandy on the box.

Now, I’m excited because even though I didn’t get a shipment notice that my headphones had gone out, I was still pretty excited to get them!  I ripped open the box, like a kid on Christmas day, and pulled out a bunch of paper and found the headphones… hmmm, these were not what I ordered at all!  These were their Holua Gold earbuds! What??? Now I’m getting a perturbed, after waiting so long, they send the wrong item?

So, I went back into the box and grab all the paper to see if I was charged for these things.  I notice on the packing slip there were no charges made to me.  Then I read the accompanying letter:

Fellow Skull: (that would be me)

Thanks for your patience in receiving the hottest headphones on the planet. We’re sorry it’s taking longer than we expected for your Roc Nation Aviators to arrive. We hope you enjoy these Holua ear buds as a token of our dedication to maintain the highest level of service possible. Please know your order is at the very top of our list and you will receive your goods as soon as they are available.

If you have any questions or concerns, please contact me directly…

(from the Customer Service Supervisor at Skullcandy)

What!!??   Not only were they thoughtful enough to apologize and let me know my order is delayed, they wrote me a nice letter with a very nice gift (Holua earbuds are $95!) AND sent it by FedEx Home delivery for me to receive it on a Saturday.

I was grinning from ear-to-ear and even said “Awwwwww! Thats so nice!”   Even though it was not necessary to do this, I think making your company, your brand, your service, and your name stand many heads and shoulders above the rest, is what will give you customers for life.  And that is why I’m now, from this day, a Skullcandy customer for life!