So, I contacted them to find where I could purchase the cushions and I received an email from Bill that simply asked for my mailing address. I gave him my address and I assumed that he was sending the ear cushions to me, and he didn’t ask me for payment.
A few days later I received the ear cushions in the mail-and while I assumed he’d be sending the “base model” ear cushions, after all, they were free … he sent a nice set of gel-filled cushions which feel great over my ears and make my headset feel like I could wear it for hours. I can’t wait to go on my next flight and try these out!
From a customer service standpoint, perhaps most importantly, I am now a huge fan of Softcomm and of Bill….and I will support them in whatever way I can in the future-which means if I am in the market for a new headset I’m going to Softcomm first. If I need additional accessories, I’m going to try to buy it from them first. (I now want more padding on my headband….so I may be reaching out to them here very soon to see how I can purchase one. )
I’ve already mentioned Softcomm on my squadron’s website and I am now writing this blog to tell you about it-and to recommend Softcomm headsets and products if you need them. I don’t get a dime for any purchases you make by the way, there is no motive for me to tell you about my experience, except to say “thanks” to Bill and to give you an example of great customer service.
Listen, I know you’re not always going to be able to give something away. (The next time I contact Softcomm, I don’t expect them to send me another item for free!) However, what you CAN do is to look for ways to create a powerful and impactful customer service experience every opportunity you get. Sometimes that means you may spend money. You may spend more time with a customer than you’d normally like. You may give a refund you don’t think you need to give.
But, one day that act of customer service may pay off in ways you never anticipated! After all, while we all need to make money, it’s not always about the money!