In the past month or so, I have done business with a company that I would like to tell you about. The company is American Musical Supply, and they are a perfect example of a customer-focused business. Let me detail my experience.
1. They use technology to connect the customer to the company. They offer a live chat feature that I have used at least three separate times. I have never had to wait more than a minute, and their chat techs are informed, helpful, polite, and well spoken.
2. They listen to their customers. AMS has a new forum. Well, it’s not really new, but it is still fairly low-traffic. Running a busy forum myself, I had a suggestion for them. I was perplexed, though, when I didn’t see a “Comments & Suggestions” forum in their forum. I sent a personal message to the admin of the forum, he ran my idea past his bosses, and they liked it. AMS now has a Suggestions forum, and it has actually gotten a bit of use.
3. They have great prices. They are about as low as they come. No matter how hard a company tries, though, they are bound to be beat in price on occasion. So, AMS has…
4. An amazing pricematch policy. They will match practically anyone’s prices, as long as the standard conditions apply– must be a business, must be a published price on an in-stock item, etc. But, AMS takes it one step further: If you find a lower price on an item that you have already purchased within 45 days of your purchase, they will refund the difference. Point in case, my mixing board. I bought it from AMS for $179.99 about a month ago. Today, I see that Musician’s Friend has it for $149.99. I opened up a chat with AMS, and within 10 minutes, they had entered a credit on my card for $30. I bought this thing 30 days ago! I am not returning it– I like it. It works well, and fits my bill perfectly. But, at a 16.7% added discount, I am that much more likely to purchase again from AMS in the future.
5. Their price matching policy doesn’t apply only to items, but also shipping. I ordered a $99.99 sound card from them. I actually meant to put it on my mixer order, but for some reason I didn’t. Ordering the card separately does not meet the $200 threshold for free shipping, so I was going to have to pay about $7 in shipping, which is certainly reasonable. But, I saw that a competitor, Zzounds, had the card for the same price, but with free shipping. I contacted AMS by chat, and the technician told me to call in with the details and her name, and they would ship the item for free.
So, why am I telling you all of this? Well, because this outstanding service and support– before and after the sale– has allowed them to earn my business.
I am about to order a compressor, and they will undoubtedly get my business. I will have $30 extra to spend on my compressor, and so they will get the $30 they refunded to me back in the form of a $130+ purchase.
To the folks at AMS, great job! You set the standard that all your competitors strive to meet.