That’s How You Do It Right

If someone asked you to list 100 things wrong with the world, you’d probably respond, “Only 100?”

I’ve noticed that, as you get older, you have to compromise your expectations because things just aren’t done they way they use to do them. Expect a certain level of service or quality and you’ll hear catch phrases like, “supply chain issues”, “we can’t find people to do the job” and so on. You’ve heard ’em all.

So, when a company does something not only really right, but above and beyond the kind of service we settle for these days, I have to shout their praises to the rafters. Well, I don’t have rafters, so you’ll have to settle for it in writing.

It all began when I realized how corroded the burners were in my barbecue. The flames shot up unevenly, which made it really challenging to cook anything. One end of the steak would be black, while the other end was raw. It was time for new burners.

So, I did what any other red-blooded American does these days–I went to Amazon. I found some burners for my Char-Broil grill, placed the order and soon, the package arrived.

They sat patiently on a downstairs desk until I had the time to take on the barbecue. You can’t put new burners in a filthy barbecue, so I removed the old, corroded burners and threw them out. They I cleaned out the barbecue so it would be a welcome home for those new shiny burners. I went to install them and…..they didn’t fit. They were too thick at the bottom.

OK, Life Lesson #14,490–you need to make sure you order the correct burners for the model of your Char-Broil grill.

The good news, of course, is that I could just return the wrong ones. But the challenge came when I went to find replacement burners for my model and they were nowhere. I searched on and off Amazon, carefully comparing the ones for sale with the 9-digit model number and….nothing.

I reviewed my Amazon orders and discovered it wasn’t really THAT long ago I bought my barbecue. It was an Amazon “Best Buy” and I really liked the grill, but if all I get is 18 months of use before I have to buy a new barbecue…..well, then this is definitely going to be my last Char-Broil purchase.

Before biting the spatula and going out to buy a new barbecue (which I might add have gone up significantly in price in the last couple of years) I decided to take a couple of last swings. I would reach out to local appliance gurus Judd & Black, and also write to the manufacturer to say, “What’s up with this?”

Both responded quickly. Judd and Black told me that I would have to contact the manufacturer. Yes, the folks at Char-Broil. And this is where it started getting good.

Char-Broil actually called and emailed me. I missed the call, but when I called the number provided in the email, a friendly voice took my information, and let me know that the burners were actually covered by a warranty. I mentioned that I needed all the guts for my barbecue, and they said, “No problem. What other parts do you need?”

This couldn’t be happening.

In fact, when I was forwarded to their credit robot that would ring up my sale, I tried to punch in the credit card numbers on the phone and got disconnected. I called back, got the same person and he personally took me through the purchase.

Friendly. Treating you like a valued customer. Making sure you really were happy. It was numbing. All in one day, in a matter of minutes, really, and the matter was resolved. The barbecue I was perfectly happy with will live on and I won’t have to spend hundreds of dollars for a new one.

But when that time comes, I guarantee it will be a Char-Broil, because they understand customer service.

That’s how you do it right.

Tim Hunter

 

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