1000Bulbs.com: Customer Service Done Right
Category: Economy & Business...
Posted Thursday, January 10, 2008 at 07:30 AM [GMT-6]

I've been hard on some retailers lately, pointing out perceived failures in their service. I don't feel badly about doing that, but I do think it's equally important to recognize the companies who distinguish themselves by providing superior service. That's what I want to do now.

I've mentioned previously some dealings with a company located in Mesquite, Texas whose online identity is 1000Bulbs.com. The company – whose corporate name is the less catchy Service Lighting and Electrical Supplies – sells light bulbs. They recently merged with a sign and lighting installation and repair company, so their services will expand, but the company was built on the seemingly simple focus of light bulbs in their myriad incarnations.

They've done well. So well, in fact, that they were included on the 2007 Dallas 100 Award list which is sponsored by SMU's Caruth Institute for Entrepreneurship and which recognizes the fastest growing privately held companies in the Dallas area.

I believe they've done so well because they offer good prices on a ridiculously wide range of products (see also, "long tail"), but beyond that, they go overboard to coddle their customers, even those who are, frankly, idiots. Take me, for example.

Last year, I ordered some compact fluorescent bulbs for our game room. I ordered eight of them via the company's website, and a few days after placing the order, a box full of bulbs arrived. I unpacked them and started placing them around the room in proximity to the fixtures, and then got distracted by something (a baby squirrel, no doubt). When I returned to the task of installing the bulbs, I noticed that I was short by one. I hadn't noticed that while I was unpacking the box, but now I saw that I had paid for one more bulb than I had received...and those things aren't inexpensive. So, I got on the phone and called their tollfree support number.

The fellow that answered the phone was appalled that they'd failed to ship the entire order, and promised to ship the missing bulb to me immediately. He pulled up my order, confirmed the address, and apologized again for the mistake. I received the replacement bulb the next day.

That was also about the time I found the missing bulb, on a bookshelf where I had put it, forgotten it, and then failed to notice it when I started the installation. When I realized my mistake, I can assure you that I didn't need any additional light bulbs to illuminate the room, as my face was taking care of that task.

I felt awful, and quickly wrote a check covering the amount of the bulb, plus an estimate for shipping and sales tax. I drafted a letter of explanation, apologizing for my gaffe, and thanking the company for its consideration. I dropped the letter and check in the mail that afternoon.

A couple of days later, I got a phone call from a representative of 1000Bulbs.com. She said they'd received my letter, and were happy to hear that (1) the shipping "problem" wasn't a problem after all, and (2) that I had everything I needed. However, she said, they were returning my check; they appreciated the gesture, and that was sufficient. I couldn't talk her out of it, and sure enough, the check arrived a couple of days later.

Now, I've had enough experience in corporate accounting to know that it probably costs more to process and account for that check than the face amount, but it would have been very easy (and even understandable) if they'd just dropped it into the shred bin after receiving it. They didn't have to return it, much less take the time to call me.

Needless to say, because the company has layered its strong product line with caring customer service, I'll continue to do business with them as often as possible. (I'm also quite a bit more careful nowadays when it comes to unpacking boxes.) If there are any budding entrepreneurs in the audience, you could do worse than emulate 1000Bulbs.com's approach to customer service.