Not to sound like a cranky old lady (which I kind of am these days) but I can’t tell you how many times in the last week I’ve been disappointed with a company’s customer service.

I was left on hold for an exorbitant amount of time when I asked a simple question only to be eventually be told I would need to call back at a different time for the answer and then hung up on.

I was huffed at by someone when I politely let them know that they forgot to put a straw in the bag with my drink. (My God, how dare I be so rude to point that out!)

I could probably spend this entire blog post telling you all about my woes with customer service, but I won’t because bad customer service isn’t the point of this post; good customer service is what I want to focus on.

Specifically, it’s one of the things LockNet focuses on.

Customer Service and LockNet

As you may know, LockNet has a pretty rich history, and have quite the line of inventors in their family heritage. Back before LockNet was even around, Chad Miller’s grandfather invented the Sure-Fire blowtorch.

This product was produced until he sold the company in 1983. After that, the product pretty much faded into memory and wasn’t mentioned much. That is, until 2013 when a gentleman in Indiana began to have trouble with his Sure-Fire blowtorch.

He sent his blowtorch along with a note that read, “Dear Sure-Fire, I have tried several different tanks, but the flame will not stay lit. Please repair or replace.” Granted, the company no longer existed, but somehow that little blowtorch made its way back to LockNet and the Millers. Benson Miller, son of the inventor of the Sure-Fire blowtorch, took one look at the product and replied, “I’ll tinker with it and get it fixed for him.”

Despite being completely out of warranty and completely out of production, Benson was able to get the blowtorch fixed and returned to the gentleman in working condition.

Why?

Because that’s what you call good customer service.

Did it matter to him that the company was no longer around?

Nope.

Did it matter that there was zero chance of there being any sort of warranty?

Not a bit.

All that mattered was that the product was fixed because that’s the right thing to do.

Customer service isn’t hard and that’s something we really have a grasp on at LockNet. It’s easy to be nice to someone and half the time it’ll make the situation easier overall. We want to keep our customers happy and we hope that we’re doing just that.

Are we living up to your customer service expectations? Is there anything you think we can improve on? Feel free to contact us at any time!