Granted, I’m a PR guy…but I’m also a consumer. Like you, I’ve experienced enough bad customer relations with a variety of companies to last a lifetime. So, when I have a good experience, it makes me want to write about it.

I love good coffee, and we have several coffee machines here in the house. My Nespresso machine is in my office…our regular brewer is in the kitchen, as it our Keurig one-cup brewer, which we’ve had for almost a year. Over the last couple of weeks, I’ve noticed that it’s been slowing down; the machine wasn’t brewing a full cup, and when it did, the flow had slowed to a dribble. I tried cleaning it, to no avail. So I called Keurig, expecting to get help on a particular piece.

I was wrong.

I told the CSR who answered the phone I’d like to see about replacing the brewing chamber in the machine. Immediately, she said, no…she’d checked and found my coffee maker was still under warranty (see? it does pay to register online), and that they wouldn’t send out a free replacement part; they’d simply mark it in their records as defective and send out a completely new replacement machine. All I have to do is send them back the defective chamber to prove ownership. They’d even extend the warranty for an additional year to cover the new machine. Five days after my call, I received the new machine and it works perfectly.

Wow. And double wow.

We marketing types talk about how important it is to “delight,” not merely satisfy, our customers. In this case, Keurig absolutely floored me with the way they treated me…and not only have they guaranteed I’ll continue to use their products; they’ve guaranteed that I’ll talk about how well they treat their customers every chance I get. There are a NUMBER of companies out there that could/should take a lesson from the Keurig playbook.