Late 2019 Erik bought himself a carbon fiber bike to train for his Half Ironman in 2020. It served him well until very recently when he was involved in an accident and the bike was destroyed.
He contacted a company called Broken Carbon, based in Colorado, to ask if his bike could be repaired. He sent them pictures of his bike and shortly after he received their response. They were honest and told him his bike was beyond repair. He appreciated their honesty and their follow-up email. They told him he could turn the bike into something new, and sent him a picture of half a bike frame they had turned into a lamp. It was clearly a joke and Erik thought it was hilarious.
Humor, when used appropriately, can improve a customer service experience. It humanizes the interaction. You just have to know when to use it.
Erik J. Olson is an award-winning digital marketer & entrepreneur. The Founder & CEO of Array Digital, he is also the host of the Journey to $100 Million Flash Briefing and daily podcast, and the organizer of the Marketers Anonymous monthly meetups.
Kevin Daisey is an award-winning digital marketer & entrepreneur. He started his first company when he was just 23, and is the Founder & CMO of Array Digital. Kevin is the also the co-host of the Journey to $100 Million Flash Briefing and daily podcast, and the co-organizer of the Marketers Anonymous monthly meetups.