Comment by tough
2 days ago
Similarly the -refund, no questions asked- even if its honored by merchants plays on a psychological effect where most people wont ask for a refund (even if they dont use the product) unless its really broken/whatever
marketing is the art of manipulation
My father has been a Leatherman guy for as long as I can remember. We were at a gun show or trade fair many years ago, and leatherman had a stall there. They had a guy manning a service station, and the idea was you bring you multitool and they'll oil it, sharpen the blades, tighten screws etc. All free of course.
So my dad sends me with his leatherman to stand in the queue at this stall, while he goes to enjoy the rest of the expo. Eventually my turn comes up, I hand over my dad's multitool and the gentleman gets to work servicing it. He beckons to the person behind me, to find out what he wants. This guy walks up and dumps a heap of parts on the bench. His multitool was in literal pieces. It fell off his belt while at speed on a motorcycle or something.
The Leatherman Man put down my dad's tool, scraped the heap of scrap off the bench into a bin, reached for a shelf behind him and pulled off a brand new multitool and gave it to this guy, and waved him off.
This to me was the most powerful expression of "we got u" I've ever seen from a company, and they don't even put "no questions asked" on the box!
Needless to say I'm now also a Leatherman guy.
there was a time when apple wasnt a big shot where going to a genius bar felt like this, like your mac could be out of warranty technically but some guy could go above and beyond to try and fix it.
great customer service is a great hack for retention