Just a little story of personal service in the impersonal world of ordering online.
Yesterday, I ordered a gift from Captain Mowatt’s, a company based in Portland Maine that is justly famous for their various hot sauces. www.captainmowatts.com
I’ve ordered from them before and have been delighted by their products and quick service.
But yesterday, I was interested in a small crate of four bottles of sauce that I wanted sent as a gift. They have such a crate in their catalogue with pre-selected sauces. I wanted to select my own. This involved an email to see if that would be possible.
Nate replied very quickly that it was absolutely possible and explained how I could go about doing that. It was simple enough, but I tend to be a bit challenged when it comes to anything other than emailing or blogging, and I couldn’t figure it out.
Not wanting to bother him again ( and appear as deficient as I truly was!) I simply ordered the four sauces separately without the crate. But the story doesn’t end there. Nate saw my order come through. He took it upon himself to package the four sauces in the gift crate and shipped it without charging the extra that the crate entailed.
He sent me an email explaining what he had done, hoping that it was okay.
It was much better than just okay. It was a kind gesture that made my day, and a wonderful example of great customer service.