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Delighting Customers With Bad News

After ordering my new computer case from Tom Bihn and loving the product I decided I wanted to ordered a few other small things from them to round out some of the storage needs I had.  I received the shipping notification that it should arrive on later this week. Yesterday I received an email from Katy at Tom Bihn with the following message:

To our amazing, patient customers:

UPS has alerted us that a tornado derailed a train on the tracks that UPS Ground packages travel on from the West Coast to the East Coast. UPS is working hard to re-route the packages on to their original destination as soon as possible; this could mean that your TOM BIHN order may take a little longer to get to you than originally planned.:(

We’re sorry for the delay and will update you again if there is any further news. If you have any questions, be sure to let us know. I was a little bummed but I was amazed about the notification.  Who does this?  I was trying to think of another company in recent years who is this proactive in their customer service offerings.  I wish more companies did this and is should be a model for others to follow.

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