Kottke does his best Godin

On Tuesday, Kottke posted about a couple great customer service experiences he’s had recently. There was a moment there where I wasn’t sure which of my favorite blogs I was reading. Seth’s Blog also had an interesting post the other day about digital pricing and what’s “actually” “fair”.

1. Usually when you order meat or cheese at the deli counter (e.g. “I’ll have a 1/2 pound of pastrami, please”), the person behind the counter tries to get as close as they can to the weight you ordered but it’s often a little over and you’re charged for the overage. I’ve noticed that what they do at Whole Foods is that they only charge you for what you asked for but they give you the little extra for free. So yesterday I asked for a 1/2 pound of roast beef, but it came out to 0.57 when he weighed it. He lifted a bit of the meat off the scale until it read 0.50, printed the ticket, and put the little extra back on the scale. It’s a nice gesture and a good example of using customer service instead of marketing or advertising to give a current customer a warm and fuzzy feeling about the company…and it only costs them 20 cents-worth of roast beef.