Brad Timofeev, our Director of Digital Marketing, is getting married to Lauren this Saturday (May 27th).
“Earlier today,” he wrote to me, “I had an unbelievable experience with Amazon.”
There’s a 90% chance that Brad and Lauren’s outdoor wedding is going to include rain. Lots and lots of rain.
With no real indoor option, “Lauren was in pure breakdown mode this morning. It looks like everything she had envisioned for her wedding isn’t going to happen. She’s never broken down like this before.”
Brad told me the rest of the story.
“I felt awful for her, and I tried scrambling for churches, but after about two hours, we decided to embrace the day for what it’s going to be: wet.
"So I needed to find 30 or 40 clear umbrellas in a few hours and get them here in two days. My first thought was Amazon because I know their shipping times are always reliable.
"After I ordered the umbrellas, I immediately called Amazon to confirm that the order was accurate and that the shipment would arrive by Friday.
"First off, the hold time was only about 10 seconds, which was a huge shock because, of course, Amazon is one of the biggest companies in the world.
"Then, John answered the phone. He said all the umbrellas were in stock and that he’d make sure they got out the door today for delivery by Thursday afternoon - a full day sooner than I expected. I ended up getting emotional on the phone because I was so thankful to him. After the craziness of the morning and seeing how distraught Lauren was, I just couldn’t keep my feelings bottled up any longer.
"The fact that someone cared that much about a complete stranger and understood our situation was so nice. It felt like everything was going wrong, especially for Lauren. But John’s help and his reassurance reminded me that people still care. It was an unbelievably positive experience that I didn’t expect.”
Brad’s story is a good reminder that your customers may come to you with important needs, urgency, and a complete lack of time, all with plenty of emotional trauma mixed in.
When you handle those situations with care and compassion, you not only make life easier for your customers, you can make customers for life.
Congratulations Brad and Lauren. We love you.