Scrambler

​An Australian Creative Director and Strategist fumbles through life in America. Live from New York.

An Australian Creative Director and Strategist fumbles through life New York City.

A Positive Little Coffee Story.

After a FUCKING EPIC RETURN to floorball last night (one goal, one assist, MOTM performance, admiring glances from women,  jealous glares from men), and then a FUCKING EPIC burger at the Green Park hotel (supported wonderfully by $5 Fat Yaks and much needed support from old mates), I returned home to have a coffee with mum, who'd been at the Opera House (OH LA LA fancy pants).

Well, almost instantly the Nespresso machine crapped the bed, and we were stuck on plunger coffee. Not so bad, but Mum began to dread the thought of getting the machine fixed (as we all do when an electrical device fails). We chatted, we drank, and she did what Mum's do: she picked me up.

Flash forward to this morning, and I can hear Mum's astonishment on the phone. Having called Nespresso to inquire where to get the machine fixed (bear in mind, Nespresso rebadge machines made by other suppliers, in our case DeLonghi), she couldn't believe what she was hearing.

Nespresso would send a courier to pick up the machine. This courier would also drop off a spare machine to use while ours was fixed. And then they'd drop the repaired machine back. And the whole process wouldn't cost a cent, as the machine was under it's two year warranty.

Take note, brands: this (excellent) level of service will become the norm. This is what people will come to expect, and the astonishment at this level of service will evolve into simple expectation: I pay you (handsomely) for a good or service, and I expect you (the brand) to provide it without exception or excuse.

Credit to Nespresso for offering such flawless service. Pay attention Apple: this is how it's done.