One of T-Mobile’s recent system updates caused a bunch of failures and bugs for customers using iPhones. People were getting strange text messages, voicemail was acting goofy – all of which was racking up charges for anyone without an unlimited plan.
Upset, users emailed the company to alert them of the issue and within about a day, T-Mobile fixed the issue and gave iPhone users a service credit for their inconvenience.
The best part? T-Mobile doesn’t even offer the iPhone – but they fixed the problems anyway, saying that though they didn’t offer the phone, they were committed to supporting users on the network who used them.
The Lesson: Making people happy is as essential part of creating great word of mouth. Being nice when it’s not your fault, going out of your way to fix problems you didn’t create, and saving the day for someone who isn’t your customer are some of the best ways to spark instant and long-lasting word of mouth.
