As we speak, all over Holland little kids are getting nervous. Because tonight, December 5, is Sinterklaas and the infamous “Gift Evening” when Sint & his helper Piet leave a big, burlap bag stuffed with presents on doorsteps of good little girls & boys.
Parents are nervous, too. They’re writing witty poems (part of the tradition) and they’re busy helping Sinterklaas & Piet get that big burlap bag ready. But what if one of the gifts they ordered on-line doesn’t arrive in time?
Online retailer Bol.com (the Amazon of Holland) took time to prepare for this disappointment. After all, what retailer gets 100% on time delivery at Christmas? Bol.com realizes that on key dates like Sinterklaas or Christmas this is a major, emotional big deal.
So instead of a generic mail saying we’re sorry, Bol.com sends a mail that
- is from the Geneeral Manager (not just customer service)
- recognizes the emotional issue that the delay causes in this instance
- offers a 5 euro promo code as an apology, and…
- offers a customizable poem from Sinterklaas that the shopper can give to the recipient to explain why the package isn’t there on time.
All of this shows that Bol.com gets what their customers need during a disappointing service moment and takes action. The only thing lacking, which should definitely be included, is the option to cancel the order. A poem is a nice thought, but for a 9-year-old girl, that pink piece of paper just doesn’t compare to what she really wanted: Lego Technics.
Fijne Sint allemaal!
