Skip to content

Who Pays the Bills? The Customer.

“Outstanding organizations never forget who pays the bills.”

John G. Miller, Outstanding!

After a hectic week of business travel and kids’ activities bleeding into a busy weekend, I enjoyed sipping coffee and catching up on everything at my desk on Monday morning. The kids were off to school, and I had nothing on the calendar except “catch.up.”

When I peeked into my “junk” email, I groaned. There I saw the “your dog food shipment is on its way” notice from Chewy. Ugh. I meant to cancel that. We had a full bin and a bag sitting in the garage. Peggy Sue, our one Pug, did NOT need another massive bag of dog food! I had also not seen the “your auto-ship is scheduled to ship in 3 days. Make changes now!” email sent the week before. 

Completely my fault.

So, I logged into my Chewy account to make the change that would prevent me from receiving another bag next month. There I saw the “Questions? Call customer service at this number” notice at the bottom of the screen. I briefly considered it but decided I didn’t care enough to make a phone call. Then I noticed the “Chat now.” And do I ever love online chat options?! I hopped on and was instantly greeted by a representative. Our conversation:

Christen: Hi, my name is Christen. How may I help you?

Kristin: Is there a way to cancel the order that is processing to ship today? I don’t need the food.

Christen: I’m happy to help you with that, Kristin! Please wait just a moment while I pull up your account.

Kristin: Thank you!

Christen: I’ve processed a refund of $86.32 to the Visa. It will be posted to your account in 3-6 business days. There’s no need to send anything back to us at this time. Please feel free to donate this to a local shelter or rescue.

Kristin: WONDERFUL! Thank you so much.

Christen: It’s my pleasure! Is there anything else I can help you out with today?

Kristin: No, that’s it! Thanks for making this so easy.

Christen: I wish you and the Lindeen family the best from all of us here at Chewy!

I was shocked. If Christen had said, “I’m so sorry, but there’s no way stop the shipment now,” I would’ve been disappointed but understanding. I was accountable; I’d forgotten to change the auto-ship. Instead, I was delighted by this fantastic customer service. Simply outstanding!

A day later, I had a new problem: The dog food arrived on my porch, the product we didn’t need but received a refund for and were encouraged to donate. The thing is …. I feel like now I have an ethical dilemma! I could keep it, stick it in my garage, and call it free future food. But I feel guilty about that … 😭

But, in the end, my opportunity to donate (or not) came about because Chewy does precisely what we teach in our Outstanding! bookThey never forget who pays the bills.


Does your organization treat customers like this? Is your organization outstanding?

Did you know? Kristin facilitates workshops on John’s book “Outstanding! 47 Ways to Make Your Organization Exceptional”. Want to learn more? Click on the Be Outstanding image above!

Leave a Reply

Your email address will not be published. Required fields are marked *