What do you do when your brand makes a mistake? 

This week, I’m praising Gopuff for their amazing approach to people and marketing. 

They were offering a few freebies during the free trial of their app, but for some reason, their app didn’t honor the promise when I made a purchase. 

I called customer support to complain and the lady on the line listened patiently, and then replied, “Kurian, I’m so sorry that your first experience with Gopuff was a bad one. You were right to expect what we promised and I take responsibility for the app’s issue.

The whole point of offering freebies during the free trial was for you to love testing out Gopuff. I’m sad that we failed, but I would love to make it right. Would you give me one chance to wipe the slate clean, start afresh, and show you what a great first date with Gopuff would look like?”

Somebody give her a raise!

Not only did she go ahead and fix the issue, but she also made it up by doubling the freebies to account for the inconvenience.

It’s not just about the fact that she fixed the issue. 

It’s not even about how she went about doing it. 

It was her tone and how she genuinely wanted to help me. 

It was her choice of words that couldn’t have been scripted. 

It was her decision to care enough to apologize for someone else’s mistake.