The other day I wrote about different ways I had wasted money in 2007 and how one of the ways was that I was charged for another year of photo storage by SmugMug.com…even though I had not used the account in 8 months or so. I had forgotten I even had the account – until I was charged for another year. It was my fault as I should have been paying more attention to my open accounts, and I was resigned to the fact that I had to pay the $29.95 for another year even though I don’t use them anymore.
But then came a comment by Andy Williams from SmugMug, left on that post I mentioned above. He wanted to refund my money, even though the terms of service automatically renew each year. So I wrote to the email address he mentioned, and sure enough he emailed me back and told me a check was in the mail for the $29.95.
Andy did not have to do that – he did not have to leave a comment or promise me a refund at all. But that is what sets a company like SmugMug apart from other companies; they realized that just by giving someone back their money it would go a long way towards good will, which it has. If only more companies were aware of their actions when dealing with new customers, existing customers or previous customers…it would make a world of difference in helping us consumers choose which companies to do business with. So thank you SmugMug!
Another fellow personal finance blogger who has had a good customer service experience lately is FiveCentNickel, who had a great experience with his local burger joint. Other companies, read this post as well – this is how we like to be treated!