The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience, but now I want to focus on their ability to deliver amazing customer service.

For those who might not be familiar with Dollar Shave Club, it was founded by Michael Dubin and Mark Levine in 2011. In 2012, they launched a funny promotional video on YouTube that went viral, gaining over 23 million views! This helped them gain thousands of members quickly, transforming them from a start-up into a noteworthy success that caught the eye of the business community. However, strong sales alone couldn’t ensure their current success; they also needed a quality product backed by excellent service.

As their name suggests, they offer a membership for just one dollar. You can choose one of their razors with two, four, or six blades for only a dollar! This also covers the shipping. Each month, they deliver four new blades for as low as three dollars. That’s a fantastic deal. Usually, low prices mean lower service, but that’s not true with Dollar Shave Club.

Recently my razor broke. The blade would no longer stay on the razor. Since they are an online retailer, I went to their website and clicked on “Contact Us.” I filled out the contact form and described my issue. In short time they responded.

Hey Shep,

Sorry to hear about the Handle! Thanks for letting us know. We trust you! I’ve got you covered and will send a couple of new Executive Handles on the house right away. Expect them within 3-5 business days and let us know if you need anything else in the meantime.

Shave on,
Wes

It was that easy. It was that fast. Just as easy and fast as when I signed up to be a member. They acknowledged my problem and apologized. They told me what they were going to do, which was send out new handles right away. They didn’t make excuses or make it hard on me, such as asking me to return the broken handle. They just took great care of me. That’s what great customer-focused companies do!

So, how easy are you to do business with? When a customer has a problem, do you respond quickly, apologize, accept responsibility and make it easy on the customer? Do you handle it in such a way that creates confidence? Everything Dollar Shave Club does creates confidence. Confidence gives them a great reputation and loyal repeat customers – or should I say members.

Dollar Shave Club is the total package. Great value with great service. And here’s some proof, they currently have over two million members, and recently, after just five years in business, sold to Unilever for, are you ready? One billion dollars!