Kohler Awash in Customer Service

Here in California we have hard water that corrodes our plumbing. It’s a drag, however I put up with it because today it was 74 and sunny. Okay, that said, the point is my faucets wear out much sooner than I wish and I’m guessing it’s on account of mineral deposits from our tasty Colorado River water.

Last year a piece of rubber on my kitchen faucet sprayer arm dissolved and developed a hole. This fixture is not a fancy-shmancy model, but it does come with a nice warranty from Kohler. I called Kohler’s customer service and they quickly sent me a complete sprayer head at no charge, more than I actually needed. It was easy to trade out the specific replacement part and I was very happy.

Fast forward to 2011. The faucet slowly lost its ability to swivel. I was unable to fix it and actually snapped a part trying to get it to work. I called customer service and they had a record of my first call with all my current information. There was a little confusion, or perhaps disbelief, on the part of the customer service rep about the extent of my repair, but she didn’t say anything about my misusing the item or otherwise imply I might be at fault. I told her what I needed and again, very quickly, received a Fedex package (at no charge), this time with an entire new unit! Wow! I got it installed with the help of my neighbor.

Now I have a brand new faucet – more than what I asked for and more than I ever would have expected. Thanks, Kohler! It’s customer service like this that will have me looking at your products when I change out the faucets in my shower.

Author/speaker Janet F. Williams is a high-end sales professional, sales trainer and coach for personal and professional development. She speaks on topics contained in her award-winning book “You Don’t Ask, You Don’t Get” to businesses, networking groups, non-profits, book clubs and more. For more information or to buy the book, please visit: www.JanetFWilliams.com and www.GoodDayMedia.com.