A Sense of Doubt blog post #1334 - I Broke My Favorite Flash Drive - I love Mimoco

A Sense of Doubt blog post #1334 - I Broke My Favorite Flash Drive - I love Mimoco

Still catching up with quickies. Musical Monday still in the works.

This is a good time to share a customer service interaction I had with the Mimoco company, who makes Mimobot.

No one is paying me to make these endorsements. I just really like this company.

I use this customer service interaction to show business writing students how to best build goodwill.

My goodwill was locked in cement by this interaction. Thank you Mimoco!

EMAIL #1

From: Chris Tower
Sent: Thursday, March 23, 2017 4:00 PM
To: humanoid@mimoco.com
Subject: Re: Your Mimoco order

Hello, First of all, I love your company and your products.

Second, I placed this order #6046535 on 3/18, and it's now 3/23, and it's still pending.

I am writing to inquire about why it's still pending and has not shipped, and it's a problem I can fix.

Please advise status.

best,

chris tower

On Sat, Mar 18, 2017 at 4:31 PM, Mimoco <humanoid@mimoco.com> wrote:

SHOP        ABOUT US        BLOG        HELP ORDER CONFIRMATION (#6962385)  Dear Christopher,  Thank you for shopping at Mimoco. We are processing your order and we will follow up with another confirmation email containing tracking information when it ships. Below is a summary of your order. Thanks again for shopping with us! YOUR ORDER SUMMARY Order #6962385  Date Placed: March 18, 2017  REVIEW ORDER #6962385 Need help? Contact Us: humanoid@mimoco.com by Mimoco | 119 Braintree Street Suite, #106, Boston, MA 02134 To ensure delivery to your inbox, please add humanoid@mimoco.com to your address book and safe sender list. If you no longer wish to receive emails from us, you can unsubscribe

REPLY TO EMAIL #1

On Fri, Mar 24, 2017 at 10:02 AM, humanoid@mimoco.com <humanoid@mimoco.com> wrote:

Hello Chris,

Thanks for your email! I’m so sorry that your order is still showing as pending. We’ve recently moved our office and fulfillment center and regret that the transition has not been as seamless to our customers as we had hoped. I’m going to reach out to our Operations Manager and see what the holdup is right now! I believe the mail pick-up at their office may have already happened for today. However, I’ll do everything I can to get your order out to you as soon as possible.

Thank you very much for making us aware of the situation.

All the best,

Laura the Humanoid
Pop-Culture Infused Tech'cessories

Mimoco Inc

475 Hillside Ave

Suite 1A

Needham, MA 02494

www.mimoco.com / @mimobot

EMAIL #2

Chris Tower <>	Mar 29 (6 days ago)
to humanoid

Laura the Humanoid or other Humanoids....

updates on my order?

Five days later, still pending.

much love in geekery

-chris tower

Reply to EMAIL #2

humanoid@mimoco.com	Mar 30 (5 days ago)
to me

Hello Chris,

Thank you for the email. My apologies on the delayed reply as I was looking into your order and wanted to make sure I had a resolution for you. Our fulfillment center had assured me that your order had been handled before I left and I’m so terribly sorry that we’ve let you down. I went ahead and processed a 10% refund for your order yesterday which should be reflected in your PayPal account. I’ve also confirmed within our system that your order is currently being processed and that the shipping label was created today. For perspective, labels don’t usually get created until there’s a box on the table with your order in it which means it should be leaving our center today if not tomorrow.

You can follow the tracking information here: https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=9400110897700091779658

Thank you so much for your patience. As I mentioned before, we’re in a bit of a transitional period with our new fulfillment center and are still working through getting the new team on board with best practices.

Please let me know if there’s anything further we can do to assist you now or in the future.

All the best,

Laura the Humanoid
Pop-Culture Infused Tech'cessories

Mimoco Inc

475 Hillside Ave

Suite 1A

Needham, MA 02494

www.mimoco.com / @mimobot

reply to reply to EMAIL #2

From: Chris Tower
Sent: Wednesday, March 29, 2017 10:56 AM
To: humanoid@mimoco.com
Subject: still pending... Re: Your Mimoco order

Chris Tower	Mar 30 (5 days ago)
to humanoid

Laura, the humanoid, This is so awesome!! I love your company, so I didn't want to make a stink. I was just curious about my order. This is much more than I expected. 10% off keeps a customer happy, though I would have stayed a customer without it. Thanks again for your great explanation and fantastic reply!! I may use this exchange in the business communications class that I teach because you are really embodying the aspects of bus com that I advocate.

Thanks again for your swift and smart communication.

I look forward to my stuff!

best,

chris (also humanoid)

REPLY TO reply to reply to EMAIL #2

humanoid@mimoco.com	Mar 30 (5 days ago)
to me

Hello Chris (and fellow humanoid)!

Thank you very much for the compliment! A kind word goes a long way in the customer service world as I’m sure you’re well aware. J I’m glad to hear that I’m setting a good example and hope your students find value in our exchange.

Sincerely,

Laura the Humanoid
Pop-Culture Infused Tech'cessories

Mimoco Inc

475 Hillside Ave

Suite 1A

Needham, MA 02494

www.mimoco.com / @mimobot

EMAIL #3

From: Chris Tower

Sent: Thursday, March 30, 2017 11:38 AM
To: humanoid@mimoco.com
Subject: Re: still pending... Re: Your Mimoco order

Chris Tower	10:14 AM (0 minutes ago)
to humanoid

Laura, the Humanoid, My stuff arrived Saturday!! I just wanted to thank you again for such a wonderful interaction and for the kind discount benefit!

I am definitely going to try to get people to buy gear with Mimoco!

best,

chris

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- Bloggery committed by chris tower - 1810.16 - 10:10

- Days ago = 1200 days ago

- New note - On 1807.06, I ceased daily transmission of my Hey Mom feature after three years of daily conversations. I plan to continue Hey Mom posts at least twice per week but will continue to post the days since ("Days Ago") count on my blog each day. The blog entry numbering in the title has changed to reflect total Sense of Doubt posts since I began the blog on 0705.04, which include Hey Mom posts, Daily Bowie posts, and Sense of Doubt posts. Hey Mom posts will still be numbered sequentially. New Hey Mom posts will use the same format as all the other Hey Mom posts; all other posts will feature this format seen here.