Brita Case Study: Great Customer Service Is Essential for All Businesses

Brita Water Filter

The other day, I purchased a Brita water filter for my kitchen sink. To my dismay, when I tried to attach it to my faucet, it didn’t fit.

“How disappointing,” I thought. I was going to return my water filter, but at the last minute, I decided to call Brita’s customer service.

And that’s where the magic happened…

Once I described my problem to the helpful Brita customer support rep, she offered to send me some attachments that would allow my filter to fit on my faucet. The best part? It was absolutely free. I didn’t even pay shipping and handling.

I couldn’t help but think there was a catch, but there wasn’t. They didn’t even verify my purchase. They simply asked for a mailing address, and then told me that I will receive my attachments in the mail in the next 7-10 days. Win!

Why Remarkable Customer Service is Essential

My experience with Brita got me thinking, and I realized that outstanding customer service is essential for all businesses—online and offline.

“Why,” you ask?

I give you three reasons:

1. Twitter
2. Facebook
3. Blogs

If you annoy your customers, they’ll use those three tools to tell everyone about it. On the flip side, if you impress them, they’ll share that, too. And that’s why I wrote this article. Brita impressed me, and we should follow their example.

How about you? How do you filter through your customer support requests? (heh, I said filter!).

About the author: Derek Halpern ran marketing at DIYthemes, and is the founder of Social Triggers. To get more tips on how to be confident, sign up to his list here.