I admit, I tend to be one of those people who only comments or writes reviews when I have a horrible experience. And, unfortunately, I find bad customer service is becoming more and more common these days. I like to think I don't harp on the negative; I'm always ready to praise excellent service and give glowing recommendations to friends. But for some reason, I feel I'm more likely to recant the bad than remember the good. Is this just me? But this time around, my story is all good and I'm sharing it with the world.
Some of you might remember my bathroom renovation a few months back. The clock that was hanging in the corner garnered many comments, most concerning the placement of the clock, not the actual design. That clock is the 1856 Zinc Wall Clock by Bengt Ek Design, one of two in my house. Weird timing (pun intended), but shortly after sharing my redo, the one located in my kitchen came crashing to the floor. It could have been because of a faulty hanging job or perhaps the metal band holding the glass in place popped off — either way it was now glassless and I was left feeling quite sad about my favorite clock.
On a whim, I decided to contact the company and see if they had extra clock parts or could repair it. Within a few days, I received a sweet email from Therése saying they would check in the office for replacement parts. Shortly later, another email arrived stating they had found the parts and would ship it out to me a.s.a.p. I was never asked to pay the international shipping cost and when the package arrived, imagine my surprise when I opened it and found a brand new clock! All I can say is this is the kind of customer service that goes above and beyond any that one could expect. From my first sent email until the clock arrived, the whole process took less than a month. I would have gladly paid for the parts and the shipping, the fact that I didn't does not go unnoticed! Bottom line — it is this type of service that truly sets a company apart from its competitors and convinces me there are many great companies out there being run by exceptional people.
In case you aren't familiar with Bengt Ek Design, here is their brief backstory. Swedish designer Bengt Ek left his homeland for Switzerland in 1975 and, along with his father, founded Bengt Ek Design. They have products ranging from clocks and scales to thermometers and shoe racks. You can find their products in leading design shops as well as museums such as MoMA. The brand's mission has always been to represent quality, functionality, innovation and service. My hat's off to you, Bengt Ek Design!
Images: 1, Kimberly Watson; 2-5, Bengt Ek Design