Comments on: UIEtips article: Can I Trust You? How Anticipating Problems Can Help Your Brand http://www.uie.com/brainsparks/2008/04/30/uietips-article-can-i-trust-you-how-anticipating-problems-can-help-your-brand/ UIE\'s latest insights on the world of design Sat, 20 Mar 2010 07:32:36 +0000 http://wordpress.org/?v=2.9 hourly 1 By: Natasha Lloyd http://www.uie.com/brainsparks/2008/04/30/uietips-article-can-i-trust-you-how-anticipating-problems-can-help-your-brand/comment-page-1/#comment-131141 Natasha Lloyd Wed, 30 Apr 2008 21:06:40 +0000 http://www.uie.com/brainsparks/2008/04/30/uietips-article-can-i-trust-you-how-anticipating-problems-can-help-your-brand/#comment-131141 More on Netflix -- There was a period of a couple months when every other disk I got from Netflix was damaged in a way that made it unplayable. I got very familiar with their "report a problem" form and, naturally, very frustrated. In my frustration, I wrote an e-mail to their customer support compaining about the problem. Their response? They apologized for the situation, acknowledged how frustrating it can be to have to replace damaged disks all the time, and gave me a discount off my next month's subscription fee as an apology. How great is that?! Sure, it's not "design", but it is part of my overall experience with Netflix and it certainly strengthened my waning opinion of the brand. The thing is, even though my problem was with damaged disks, they didn't have to restructure their quality assurance methods or go out and buy replacement disks to make me feel better about the brand. All it took was an honest response and a small token discount. More on Netflix — There was a period of a couple months when every other disk I got from Netflix was damaged in a way that made it unplayable. I got very familiar with their “report a problem” form and, naturally, very frustrated. In my frustration, I wrote an e-mail to their customer support compaining about the problem. Their response? They apologized for the situation, acknowledged how frustrating it can be to have to replace damaged disks all the time, and gave me a discount off my next month’s subscription fee as an apology.

How great is that?! Sure, it’s not “design”, but it is part of my overall experience with Netflix and it certainly strengthened my waning opinion of the brand.

The thing is, even though my problem was with damaged disks, they didn’t have to restructure their quality assurance methods or go out and buy replacement disks to make me feel better about the brand. All it took was an honest response and a small token discount.

]]>