Miss Terry Shopper
Miss Terry Shopper and The Cheeky Mooo Monkey
- 21st February
- Miss Terry Shopper 28
When it comes to online shopping, delivery delays are unfortunately part of the package so to speak. So how did Mooo customer service turn a negative situation around and create a happy and satisfied customer in Miss Terry Shopper?
I’m pretty loyal when it comes to online shopping. So when a friend had a baby girl, my first thought was – Mooo.com.au. Ok, it was my second thought. My first thought was: “Yay I get to buy pink stuff!” Ever the organiser, when I heard the news I instantly emailed a group of friends to see who wanted to go into a group present. My email contained four different price points and present combinations to match, including personalised puzzles, stickers, bags and cute-things-galore. Responses flooded back and the hard part was done.
Ordering from the Mooo website is easy (especially when you’ve done it once or twice….or ten times). Before I even had time to ring my friend to congratulate her on the birth, I had already placed an order to be delivered in seven to 13 days.
Now all I had to do was wait. And wait. And wait. I know the confirmation email said seven to 13 days, but I was really hoping it was one of those times you’re pleasantly surprised when your parcel arrives in a speedy three days. Wishful thinking.
I started to feel a bit nervous. I had organised a group present. I was the one responsible for its delivery. And now, almost 12 days later, poor baby Libby was still presentless. Would she survive in the big, bad world without a personalised lunchbox?!?
Just when I was about to look for the customer service number and make the dreaded call (envisioning an eternity spent on hold and a package that had disappeared into the ether), a strange thing happened. I received an email from Mooo.
“Just in case you’re wondering…”, it starts. I was! I was wondering! How did it know?! “Unfortunately due to a a high demand for our products your order has been delayed.” The email went on to apologise for any inconvenience the delay may have caused and…wait for it….offered 15% off my next purchase.
It’s amazing what a difference a company getting on the front foot can make. I instantly went from a) annoyed that my parcel hadn’t arrived, to b) happy that the company was aware that there was an issue and that I wouldn’t need to waste my time chasing it up, to c) excited about my next purchase with Mooo. From annoyed to excited in under one minute. Impressive.
The normal course of events usually goes from a) annoyed that my parcel hasn’t arrived, to b) struggling to find a customer service representative that can help me, to c) having to write an angry email to the company after the customer service representative is unhelpful and rude, to d) still without my purchase, telling all my friends and family how much I hate company X and will never purchase from them again.
Of course, in an ideal world, we’d all receive our purchases by next day delivery in perfect condition. But sometimes things don’t go as planned. Customers are usually pretty forgiving, especially when a company makes it clear that they are appreciated and not forgotten, even after their credit-card details have been entered.
Now the tricky question is – personalised diary or address book?
