 = brand loyalty

Brand loyalty is a smart thing to build into your business. I had a 2-month old Mac laptop that I loved. It was everything I wanted in a laptop. It was fast and shiny. But it had ONE flaw. A jacked up jack.

Here's the scenario. I'm at my favorite coffee joint. It's quiet. I'm engrossed in my work. My headphones are on and I'm listening to a peaceful yet spirited classical number by Bach. I tend to crank the decibels, because I fully intend to keep the listening to myself. That's sorta the idea with headphones. That is until my laptop thinks otherwise. A short in the headphone jack made it so everyone could hear my awesome tunes. Yes, Bach can be awesome. As the intellectuals peered up from their books of fiction and glared at me with intense dismay, I hurriedly reached for the mute button. Now, imagine that happening a few more times in the same place with the same loyal patrons. Yeah...they love me there now.

Well, my coffee clutching friends will be happy to know that  quickly remedied the situation today. When I brought my laptop in, did they ask me a ton of questions of what I may have done to it? No. Did they ask me to leave it with them to send off for repair? No. Did they offer me a corporate job working on  creative? No. But what they did do was pretty awesome. The guy said. "How about we give you new laptop?" Sounds good to me!

They migrated all the stuff on my old laptop to my new fast and shiny laptop and all is well. PLUS, they gave me a gift card for my trouble.

Now that is customer service. And that, my friends, is !

Brand loyal? Fuck yeah I am.

So, please...a moment of silence for the old laptop. May it rest in refurbished rack peace.

Sharon