With the superstorm/hurricane Sandy a lot of businesses have suffered and won’t be operational again any time soon. Still, I was surprised to learn that one company I’d recently been involved with was taking proactive steps to reach out to it’s customers.
Even though I’d bought a router through them a few weeks ago and nothing was wrong with it and even though I hadn’t called in asking for customer service, this company sent me an email reading:
First, thank you so much for choosing Mediabridge! Our goal is for you to be completely satisfied with both the product you purchased and the service you have received. Please let us know if you have any questions or concerns about the product.
Our offices which are located in Cherry Hill, NJ were severely impacted by Hurricane Sandy. We are still without power and inbound phone lines are not functional. However we do have customer support available. We can be reached by responding to this email. Agents are standing by to respond to your email or in the event that you need technical support via phone, please include your phone number and we will get back to you as soon as possible. Our customer support hours are Tues-Sat 9am to 6pm Eastern.
We sincerely apologize for the inconvenience and our thoughts and prayers go out to anyone else affected by the storm. Thank you in advance for your patience and understanding.
Regarding shipping and order status, most orders are fulfilled by Amazon’s warehouse and Amazon will communicate with you directly regarding shipping status. If you have questions regarding an Amazon Fulfilled order, please call Amazon at 866-216-1072. If your order is being shipped from our warehouse in NJ, we will communicate directly with you regarding your order status in a separate email.
Mediabridge Customer Support
Tues thru Sat 9am to 6pm Eastern
A few thoughts on this: First they were proactive. Second, this was personalize with my order information which, for obvious reasons, I didn’t include. Finally there is something very human and personal in the language. All these are critical elements. Even though they didn’t go all out like the New York Times, this is yet another case of a company doing the right actions when problems happen.