Amazing customer service

This week I bought some perforated paper at It was my first Quill purchase.

When it came the next day (very fast), I saw that it was perforated in the wrong place. So I decided to return it.

The return process was incredibly simple. But what blew me away was the wonderful response I received. I’ve posted it below. How cool would it be if all companies were this remarkable?

————— Original Message —————
Subject: Re: Return Order
From: “”
Date: Thu, March 9, 2006 9:39 am
Dear Marc,

Thank you for writing

I apologize that your item does not meet your needs.

It is not necessary for you to return this to us.

Please donate this to the school, church or charitable organization of your choice.

I have processed a credit to your account that can be applied to any open invoice. You should receive a copy of this by mail in 5-7 business days.

If you would like a replacement, please order at your convenience. If we can be of assistance in finding an alternate item, please reply to this email.

We value your business. Thank you for choosing Quill.


Jan S.
Electronic Correspondence
Quill Corporation
“So Fast. So Simple.”

Marc A. Pitman

Marc A. Pitman helps leaders lead their teams with more effectiveness and less stress. The author of "Ask Without Fear!®," he is the founder of The Concord Leadership Group and He's also the executive director of and an Advisory Panel member of Rogare, a prestigious international fundraising think tank. He is the husband to his best friend and the father of three amazing kids. And if you drive by him on the road, he’ll be singing 80’s tunes loud enough to embarrass his family! You can connect with him on Google+, on Twitter @marcapitman, and like "Ask Without Fear!" on Facebook. To get his free ebook on 21 ways to get board members engaged with fundraising, go to

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