Monkey vs. Shark: A Lesson in Customer Service

Here’s an odd, yet true, tale of superior customer service. When Kim’s (a Z2 team member) brother, Tyler, recently placed an order online for a t-shirt from Skin Industries (a skateboarder-type brand), he noted in the “Special Instructions” section: “If you draw me a picture of a monkey fighting a shark, I will die happy.” Yes, we thought this was a bit strange, too. But, what’s even more strange is what he received enclosed in his package shortly thereafter. Evidenced below.

As you can see, the company clearly gave Tyler just what he asked for. Now, although this is a silly example, there is still a lesson to be learned here—one that we’ve all heard a million times, but one that is still valid. Give your customer what he/she wants. Listen to his/her needs and meet them to the best of your abilities.

Although I’m not sure how the customer service manager at Skin Industries would feel about his/her employee’s use of time, I’m sure Tyler appreciated the care the employee took to fulfill his (odd) request. I can guarantee this experience has reinforced Tyler’s commitment to the brand. And he can now die happy. (Plus, we found out about this story via Facebook… so Tyler’s friends are also receiving the positive message.)

May 20, 2011 · Posted by in misc  


5 Responses to “Monkey vs. Shark: A Lesson in Customer Service”

  1. Pete Prodoehl on May 20th, 2011 8:39 am

    If the customer service manager has any grief about this, they probably shouldn’t be a customer service manager! :)

  2. Olivia on May 20th, 2011 8:45 am

    I love this. It makes the brand that much more personal because you know there was an employee and his buddy laughing and smiling about this odd request. It shows that they aren’t just robots stuffing boxes and smacking shipping labels on them. They’re real people, thankfully with a real sense of humor!

  3. Pete Prodoehl on May 20th, 2011 8:48 am

    Olivia, what do you have against robots? Some of my best friends are robots!

  4. Tyler on May 20th, 2011 10:29 am

    I thought this was a perfectly legitimate special order instruction. :)
    It definitely reinforces my brand loyalty as well as helps me remember there are real people on the other end that need a break!

  5. April Dart on May 20th, 2011 10:48 am

    Thanks for sharing your story, Tyler! It gave us all a good laugh. :)