A sweet experience at Sweetwater 20 Sep 2005
35 comments Latest by Chris
A few years back a music whiz that I know told me he buys all of his gear from Sweetwater Sound. Why? Because of the great customer service and knowledgeable sales staff. Since then I’ve heard good stories about Sweetwater from other musicians too.
So when it came time for me to purchase a new audio interface for my Mac I decided to give ‘em a shot. I had an interface in mind but wanted a few questions answered before placing my order. I sent an email via the site and quickly got a response from Mac Hatton. Mac recommended we talk on the phone since “one question usually leads to three more.”
On the phone, Mac explained my options and convinced me that the Presonus Firebox was the right interface for my setup. I ordered it along with a Midi cable.
After placing my order, I received an invoice and also got a separate email signed by the CEO and President, Vice President of Sales, and Vice President of Operations. It included all of their email addresses too. Here’s what it said:
It is important for us to know that we have met your standards for excellence and professionalism. We are continually striving for new ways to improve our quality of service and offer our clients even greater value. Is there any way we can make it even easier and more efficient for you to do business with us or to help you more fully enjoy the benefits of your new music or audio equipment?
Also, the letter mentioned that Mac would be personally responsible for my account in the future so I won’t have to start over from scratch each time I need to order something:
The reason we make someone personally responsible for your account is so you can be assured of receiving personalized service from an expert who will know and understand your individual needs each time you contact us - without you having to explain the same things over and over again. Because our Sales Engineers are the most experienced and best trained in the industry, you have a key “inside contact” who you can trust to provide you with the best advice available while having your long-term interests in mind.
The email also let me know that Sweetwater offers free technical support should I need it (available by phone, email, or the support area of the site). The site explains, “From the beginning, Sweetwater’s goal has been to provide complete service to our customers after they purchase from us; it’s core to our philosophy!” Nice.
A few days later, I received my order. Inside I found my gear along with some candy (apparently each order comes with a handful of “Sweetwater candy”). I unpacked my loot and realized that I’d been sent an extra Midi cable. I didn’t think I had ordered two but on the invoice it did say two cables. I sent Mac an email about returning the extra cable. He replied, “I threw in another cable for you. If you look at the price, nothing changed from your initial order. It never hurts to have an extra laying around! Thanks again for your business.”
Sweetwater delivered a solid customer experience from top to bottom. No wonder customers sing the company’s praises to others and come back for more.