Earlier this afternoon, Brown knocked on my door (UPS). Initially I thought to myself “I didn’t order anything so what could this be?” Upon accepting the package I noticed it was from Total Training.
For a little background, Total Training makes software tutorials for a lot of different Adobe titles such as Flash, Photoshop, Dreamweaver, etc. They also make an ASP tutorial. I have used their Dreamweaver, Flash, Photoshop and ASP products to date, and I would recommend them all. I really like their stuff.
The package that I received today was their ASP training which I already had a copy of so I began to think that they had made a mistake in my favor–I had already started thinking about what I wanted to charge on E-bay to sell the “spare.” Then I discovered a note inside explaining that they had received some complaints about some of the ASP tutorials and figured out there was a problem with some of the DVDs. Their solution was to send out updated copies to everyone who had purchased the title prior to a specific date–I hadn’t noticed any problems with my copy, but I found their solution refreshing to say the least.
The reason I found this so refreshing was they didn’t communicate in any way that they were doing this. They just did it! No questions asked. No expectations set to where I might be waiting for the update to show up at my doorstep. It just “magically” appeared today.
This got me to thinking–if you or your business discover a problem with one of your products, it may be easier to be proactive and just fix it for every purchaser within a specific timeframe versus calling or e-mailing around to try to figure out the impact then doing something. I was already a Total Training fan before this incident, but I’m becoming more of a loyal customer now that I see they operate this way. This is how great customer service should be done.
As Nike’s slogan has suggested for so long, “Just Do It!”