Customer Service Story – Schlage Locks

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Customer service stories are great ways to showcase how various businesses all over the world go above and beyond to delight both customers and prospects.  Consumers would usually not share stories about their experience with businesses unless it was downright terrible or extremely delightful.

In this customer service story shared by Aaron Lassig, he shares his experience with Door lock maker –  Schlage, and how they earned his loyalty for life. 

I had just purchased my first house and was changing the locks. I bought all Schlage locks. I recall seeing on the package that they said “lifetime warranty” and they felt heavy and looked solid, so I bought them.

Two years later my key began to get harder and harder to turn. It was quickly becoming ridiculous and I would soon be locked out of my own house. But I had kept nothing of the packaging or the receipt. I figured it was likely a lost cause, but, why not try?

I searched the Internet for a phone number to Schlage, and found one. I called.

Them: “Hello?”

Me: “Hi. Is this Schlage?”

“Yes this is Schlage”

“I’m trying to get to the warranty department” (I say – this is an odd way to handle calls already)

“Yeah, what’s your problem?” the guy asks.

“Oh…uhh well the lock that I purchased, the key is sticking so bad I feel I’ll shortly be locked out of my house”

“Oh…what style is it?”

“Nickle plated, it has a kind of leafy handle, not a knob”

“Oh yeah, I got it, it has no designs just plain like a leaf right? On your key there is a number.”

Me: Reads number

“Ok, what’s your address and we’ll send you a new one.”

I gave him my address.

“Is there anything else you needed?” he asks.

“Um – Do you want this old lock returned or something?”

“Does it work?” he asks a little obviously.

“Well, no.”

“Then why would we want it back?”

I said thanks and we hung up. About three days later my new Schlage lock arrived, just as I described, keyed the same as the rest of my house. I will likely always use Schlage for the rest of my life.

 

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Sometimes there is no need to Nickle and dime your customers, especially when your product or service fails to do what it is supposed to do. Give the customers more than they expect and you’re on your way to creating advocates for life.

Kelechi Okeke
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