Customer service: How to do it right

I have been so busy blogging over at my main blog, I feel like poor, little JetBlue has been ignored.

So, in the name of holiday spirit and fellowship, I'll post a recent experience as an example of how to treat a customer, in the hope that JetBlue can take a hint.

I do a lot of running and right now I am training for my second marathon. Since I am not particularly fast, that means hours slogging away all by myself. I pass those hours by listening to my iPod. Over the years, I have tried out different headphones looking for the perfect combination of sound, comfort and stability (i.e. they stay in my ears while running.)

After years of trial and error, I landed on the Klipsch Custom 3. They are, without question, the best sounding earphones I own. They stay firmly in place no matter what and remain comfortable for 4-hour plus runs.

I bought a pair in April and have been using them heavily ever since.

A couple of weeks ago, I noticed that the sound was "scratchy" and traced it to the cord near the headphone jack. I called Klipsch customer service. I spoke to someone right away, who immediately e-mailed me a return authorization and I sent them back.

About a week later, a brand new pair shows up, via FedEx, at my front door. No hassle, no hardship.

Of course, this is exactly what Klipsch should have done. They knew that the product they sold me did not live up to their standards or promise and made good on it.

This, along with my positive experience earlier this year with Steelcase office furniture, restores my faith in American companies and their ability to deliver quality products and stand by them. (In contrast to why I think a good portion of the American auto indstry should be left to die.)

Also contrast that to JetBlue, who insisted on stranding me for three days, yadda, yadda, yadda.

Am I a Klipsch customer for life? You bet.

Am I suing JetBlue? You bet.

Not rocket science, is it JetBlue?

See you in court in exactly one month!