SaysDave.com

I am enjoying being a Bose fanboy, this week. My Bose QuietComfort® 3 Acoustic Noise Cancelling® Headphones had a bit of a problem, but Bose stood behind their product and kept me as one happy customer.

The earcup cushion on right side of the headphones came lose due to a broken connection. I could not reconnect the cushion, so I stopped by the Bose store at The Mall in Columbia (Maryland) to purchase a replacement cushion.

The sales representative and I recognized one another, as she had sold me my headphones 19 months ago. Even though my headphones are now well past the warranty period, the sales representative offered to solve my problem for free.

Rather than replacing my cushion, she replaced my entire headphone. I could not have been happier. I love my Bose Wave® radio and I still love my noise canceling headphones.

I was treated in a manner that makes me a loyal Bose customer, and I am glad to be a Bose fanboy.

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I am amending this article after reading Harry’s article on Men with Pens.

Harry received a free upgrade to a software application after offering to buy the upgrade and complimenting the company on the great product. Being nice to a customer service representative creates a useful dynamic: both parties, the customer and the service representative, are able to do good for the other. I think this is why I received such excellent service from Melissa at the Bose store. I was polite to her, and I offered to purchase a replacement earcup cushion. She, in return, was able to help me to feel like an extra special customer by going far beyond my expectations.

Maybe we should all take a lesson from Blanchard and Bowles’s book, Raving Fans.