Aspen loves her monthly box which has a very fun and unique theme. (it now comes in a bag for shipping, but it is the same high quality products.)
In an increasingly automated world, great customer service matters more than ever.
Aspen's monthly BARK box. Each month has a fun theme. She loves it! (They now use a bag for shipping rather than a box, but same great products)
Customer service can make or break an experience.
Great service builds loyalty. It keeps you coming back, confident in your choice.
Poor service? It leaves you frustrated - maybe willing to give one more chance… or maybe done for good.
And these days, with so many options at our fingertips, customer service isn't just important - it's everything.
There's nothing more frustrating than calling a company, navigating endless prompts, and never actually reaching a human. Gone are the days when someone simply picks up on the other end.
That said, I will admit - the callback option is a nice improvement.
I've been very pleased with Amazon Prime. I appreciate the ease of returns, the reliability, and of course, the speed of delivery. (I have no affiliation - just a satisfied customer.)
But the story I really want to share today is about a much smaller company that truly impressed me.
I'm not even sure how I first came across them - likely through social media - but the company is called BARK. As you might imagine, they specialize in dog products: treats, toys, food, dental items - and now even a first-class airline where you can travel with your furry friend.
They offer monthly subscription boxes, which I don't typically gravitate toward. But at the time, Aspen - my puppy - was tearing through every toy I brought home with those sharp little teeth.
BARK offered customizable packages, so I chose the large-breed, aggressive chewer option with treats. Each month, Aspen receives two bags of treats and two toys for around $29 - which I've found to be very reasonable.
So what sets them apart?
Customer service.
I live in a condominium where packages are usually delivered to a parcel room, though occasionally they're left at the front door. One month, Aspen's box never arrived. I reached out to BARK, and without hesitation, they apologized and immediately sent a replacement.
Their packaging is quite recognizable, and with so many dog owners in my building, I suspect it may have been taken. But what stood out is how they handled it - no questions, no hassle, just action. They also began sending shipping notifications so I'd know exactly when to expect delivery.
They also regularly send surveys asking for feedback - for both the customer and the dog, which I think is such a thoughtful touch.
I've typically given positive reviews, but recently I mentioned that the toys felt a bit too hard and Aspen was losing interest quickly.
Within an hour, I received a response.
They apologized and offered to send a softer, plush toy to see if it would be a better fit. They also let me know that if Aspen preferred it, they could customize future boxes accordingly.
Five days later, a plush dragon arrived.
Aspen loves it.
Aspen with her BARK dragon—blurry because she was so excited and shaking it all around.
I let BARK know how happy she was and asked if it was too late to adjust her upcoming box. Their response? Not at all - they were happy to make the change and simply glad Aspen was enjoying her new toy.
This is a company that goes above and beyond.
And that's exactly what creates not just satisfied customers - but loyal ones.
Final Thoughts
In a world where automation is replacing human interaction and convenience often outweighs connection, it's easy for companies to forget what truly matters.
People remember how you make them feel.
They remember when they're heard.
When they're valued.
When someone takes the time to go the extra step.
Exceptional customer service isn't about perfection - it's about presence. It's about responsiveness, care, and a genuine desire to make things right.
Because at the end of the day, products can be replicated.
But how a company shows up for its customers?
That's what sets it apart.
Interestingly, the same principles apply in our relationships - people don't expect perfection, but they do remember how we show up and how we make the other person feel.
Thank you for taking the time to read this. Please comment and share your customer service stories either good or nightmares.
Peace & Light,
Libby