> ## Content Index
> Fetch the complete content index at: https://katecarruthers.com/llms.txt
> Use this file to discover other available public pages before exploring further.

# Great Customer Service
- URL: https://katecarruthers.com/great-customer-service/
- Published: 2007-06-16T00:52:00.000Z
- Updated: 2026-07-08T22:22:07.000Z
- Author: Kate Carruthers
- Tags: ideas, #Migrated-1775015344493, #wp, #wp-post, #Import 2026-04-01 14:49

Just had a great customer service experience. An excellent example of how good customer service can transform a bad experience into good PR.  
  
I was trying to purchase a new leather folder online via [Corban and Blair](http://www.corbanblair.com.au/?ref=katecarruthers.com) and the online transaction failed to process successfully. After three goes I resorted to the more low tech telephone to place the order.  
  
Good thing #1: The call was answered by a friendly voice and the person already knew I'd had a problem and let me know they had planned to phone me that day to see if they could assist.  
  
Good thing #2: The person already had my details but confirmed them just in case.  
  
Good thing #3: Unprompted the person apologised for the inconvenience and waived the normal delivery fees for my trouble.  
  
Result: A bad thing - customer unable to purchase online - has been transformed into a good thing - a happy customer.  
  
The company in question was [Corban & Blair](http://www.corbanblair.com.au/?ref=katecarruthers.com), a design company based in Australia. I predict that with cool products & great customer service they will do well. I am telling everyone I know about this company & their products, I will shop there again. Good PR really!  
  
**How simple is this?**  

- Treat the customer like they are actually important to you
- Don't waste their time
- Don't pretend to offer a level of service you don't actually offer
- Don't be rude