If you trust me, I’ll trust you
I bought a Hylete hoodie. Truth is, I think I’m cool when I wear Hylete gear; at least that’s what my wife says. You might remember a post about their customer service a few weeks ago, here.
Anyway, the sweatshirt I bought was too small for me. I emailed customer service and told them.
Elise, the customer service lady, the self-proclaimed Brand Experience Jedi seems to take her job seriously. We’ve had run-ins before. Like the time I had trouble creating an account; she took my info and created it for me. Like the time my shirt was the wrong color, she gave me a new one and didn’t ask for the old one back.
This time Elise answered my email by sending me a shipping slip; she added a personal touch by remembering who I was- I felt special. Moments later, she credited my account for the replacement sweatshirt.
“But, I haven’t sent it yet,” I thought. “But they haven’t received the sweatshirt and taken several days to process my return.”
They trusted me. They gave me the money to buy a new sweatshirt before I sent the old one back.
I asked Elise about it. She said, “Our customers have proven to be very trustworthy.”
Of course they have; so has Hylete.