They Just Wore Out
18/05/10 09:33
Boots. The boots had served him well : trekking through the Mississippi woods and swamps , and chasing elk in the Sangre De Christo Mountains of New Mexico.
They had been the only boots he had used hunting or any other outdoor activity that had required rugged footwear ; and yes, after thirty years , the sole had worn thorough. He had sent the boots back with a note describing their history and the rough treatment they had received . Remembering the lifetime guarantee he added as a joke: “ by the way I’m still alive and would like to request a warranty replacement or repair.”
You can imagine his surprise when he answered his telephone and heard: “ Hello , this is Mary from LL Bean, may I please speak with Mr. Coker?”
“You got him.” Mickey responded.
“I have a question for you Mr. Coker, It’s concerning the Main Hunting Boots you returned..”
“Yes ma’am”
“In order for us to handle your request we need to know what you prefer: We can resole your boots with either the sole that came with your original purchase or a newer material we are now using, send you a new pair of boots with the newer sole , or refund your original purchase price.”
“Well.... I’d love to have them resoled with the original soles if that is possible” Mickey responded still not believing what he was hearing. “ I really loved those boots; they were my favorite.”
“Mr Coker we will be happy to get those resoled for you. The process will take two weeks so you should be receiving them in about three weeks.”
“Thank you. You don’t know how much I appreciate this.” Mickey said.
“Mr Coker, we appreciate you, and hope you will continue shopping with LL Bean.”
Mickey is still hiking and hunting in those LL Bean Hunting Boots, still shopping with LL Bean, and has told this story at least a hundred times! In addition, there is no telling how many times others who have heard the story , have repeated it, just like I have here.
The lesson to be learned is: There is no better advertising than word of mouth. When you keep your word there is no downside , you always win. LL Bean honored Its’ commitment , and doing so gained more goodwill than any amount of advertising could buy.
That is the model we are following with our Big Buck 4n2 Rattling Antlers. We are committed to complete customer satisfaction , and intend to follow the motto of LL Bean:
“ The job is not done till the product wears out and the Customer is satisfied.”