Raising the Bar for Customer Service

In years past I've commented on how Callaway Golf raised the bar for customer service, particularly with warranty repairs. Well, this company continues to surprise me with the level of service they provide to insure customer satisfaction.

We have a very good customer who decided to buy Callaway irons this year. He's someone who buys three or four sets every year and is a trend setter at the club where he plays.  He's also had some health issues and is discovering his swing is less than what it used to be.

We ordered his first set in one model with steel shafts. He didn't like them and Callaway replaced this set with another model with steel shafts at no charge. He decided the steel shafts were too heavy and we sent that set back to get re-shafted in graphite. Callaway sent us a label to have these clubs picked up and reshafted at no charge.

I couldn't believe it. No other vendor would replace the set and the shafts on their dime, AND pick up the freight. This is not a small deal like reshafting a broken driver.

Callaway's largesse reminds me that goodwill still counts for something in a market where price is king.  Whether our customer shares this experience with his golf buddies is anyone's guess. But, he won't forget it at our shop.