I want to give a big thumbs up to the Land of Nod.
They’re an overpriced children’s boutique, a way overpriced children’s boutique.Â They sell toys and furniture that are too cool for school.Â They prey on new parents by hawking overly precious essentials for spoiled middle-class babiesÂ Like snow brickers.
Needless to say, Becky and I have fallen sucker to their call quite a few times.Â Recently Becky picked up a little 3-cubby bench for our entryway.Â When she had it put together, she realized there was a deep gash in the top piece.
So here’s the nice part.Â LandOfNod.Com has a phone number on their home page.Â When you dial the number, an actual human picks up the phone.Â There was no recording, no waiting on hold, no enunciating to a robot… the phone rings, and a woman answered the phone.Â When it turned out she couldn’t help me, she gave me the phone number to the actual store where we made the purchase.Â I called that number, and another human being answered the phone.Â Someone in the actual store.Â She listened to my problem, offered me up a solution, and now everybody’s happy.
They’re going to replace the top piece for us, which will definitely be a loss for them.Â They’ll have to disassemble another complete set just to give us that top piece, but we’ll be spared having to lug the whole thing back to the store.Â It’s a solution that’s great for us, not-so-great for the store.Â And that’s customer service, friends.
So kudos, Land of Nod, for doing customer service right, the way it used to be done.Â Nowadays customer service is all about protecting the mother ship and convincing the customer that everything is their fault.Â It’s about shirking responsibility for hawking crappy merchandise.Â Yes, Land of Nod charges quite a premium for their dolled up accessories for baby, child, and home, but when you call them up they answer the phone and ask what they can do to make you happy.