Hall of Fame Class of 2012–L.L. Bean
In my experience (and probably yours) the word “no” when it comes to good customer service is unheard of. After all, “no” has a negative connotation in most cases. That’s why when, as a customer, I experience the word “no” in a positive way I sit up and pay attention. With Maine retailer L.L. Bean the word “NO” isn’t a bad thing at all. In fact when it comes to free shipping and guarantees, they really know how to turn a negative into a positive.
Leon Leonwood Bean, founder of L.L. Bean, returned from a hunting trip back in 1912 with really cold, wet feet and a revolutionary idea. He started to combine rubber bottoms with soft leather uppers, thereby creating a waterproof, non-slip boot that didn’t exist anywhere else at the time. Today, these duck shoes are imitated by many retailers but can’t compare with the originals by L.L. Bean which to this day are handcrafted in Maine. And because L.L. Bean is so convinced his boots were the best boots, he offered a LIFETIME guarantee on them. How’s THAT for good customer service?
WHY FREE SHIPPING AND A GUARANTEE?
Free shipping is one of those little items a store can throw in that makes a big difference today. I can’t be the only one who has looked at my online shopping cart and decided to toss a product because five things were far more expensive to ship than four. In today’s world, free shipping is excellent business practice.
Now let’s talk about that other word: guarantee. The truth is that if you have an excellent product and you stand behind it, there is no reason you shouldn’t offer a guarantee on it to your customers. Many companies do, but putting it out there in print makes a big difference to your customers. L. L. Bean clearly knows this and it works for them.
Creating a good product or service that you feel confident selling is very important. At L. L. Bean, they’re so confident in what they’re sending to you that they’re not putting any restrictions on how long it will last–it’s guaranteed for a lifetime and ships at NO cost. No doubt customers feel excellent putting their money toward L.L. Bean products time after time–since about 1912.
Today’s Lagniappe (a little something extra thrown in for good measure) – Did you know that L.L. Bean offers outdoor discovery schools for kids? Learn more about what they do and how they hope the great outdoors can impact a whole new generation.