Bad customer service is memorable. It stays with you for a long time, and it colors the way you see that business. You probably won’t do business with them again, and you might even write a bad review. You are likely to share the story with friends. According to Inc.com, unhappy customers typically tell nine to fifteen other people about their experience.

But what about the happy customer? Is the reverse true? Have you ever experienced exceptional customer service? Had someone go above and beyond? It can make your day, restore your faith in humanity. You want to share the story, maybe write a good review - though research says this is less likely. Sadly, people are more apt to write a negative review than a positive one.

But let’s focus on the positive.

I recently had an instance of fantastic customer service I would like to share. A while back, I bought a purse from a local shop called Good here in Boston. The bag was made of cotton rope and was light gray and lightweight - perfect for summer! Paul, the owner of Good, always found wonderful makers and small businesses around New England, and Hey Blue Handmade was one of the lines he carried. I loved the bag and used it constantly. So much so that it started to get dirty. So I put it in the wash on gentle cycle with a mild soap and it cleaned up nicely. Only a little too nicely. The bag came out completely white! But not a pretty white, rather mottled and unattractive. Nevertheless, I continued to use it because I couldn’t bear to part with it. I have trouble throwing things away - more on that affliction another day :) On a whim, I DM’d the company to see if they still made the purse. I sent a picture of my “new and reconstituted” bag, and the owner of Hey Blue, Ellen Schiller, replied back immediately to say that never should have happened and she would make me a new one. I was dumbstruck! What an incredibly generous and sweet offer!  A few weeks later, a brand new one, in an even more beautiful blue-gray appeared in the mail. I was floored - not only by the lovely purse but by the exceptional customer service that went above and beyond. Thank you, Ellen! I will use the purse with true gratitude 🙏 And P.S., I’m excited to see from Instagram that the bag also comes in terracotta as well as a cool half moon shape. The holidays are around the corner!! Hint, hint ; )

When good customer service like this happens, it’s a pleasure to share it with others and shop with them again. You can check out Hey Blue on IG @heybluehandmade and see all Ellen’s creations. It’s people like Ellen who make shopping and discovering new brands a delight.