Great Things, Getting Better

It is always a pleasant surprise when a service or product that you love goes from great to even better. Take, for example, Blockbuster Online. I have been a member for a long time now — and I have been exceptionally pleased with their service. However, they just keep impressing me over and over again. This is how you keep business and this is how you generate positive word-of-mouth. Now, I attribute most of these changes due to the stark competition between NetFlix and Blockbuster. The battle of the online renters is become growingly intense. NetFlix has owned a large comfortable niche market for some years now but Blockbuster, with some clever marketing and strong-arm leverage, has in my opinion really tilted the scale in their favor. I suppose, however, my opinion should be taken as a grain of salt as I am probably biased (as a currently faithful Blockbuster member). Anyway, on to the good news:

Hello Navid,

We are sorry for the delay in getting you your e-coupons this month. We would like to make it up to you. You will be receiving your two regular e-coupons for the month PLUS two additional e-coupons good for FREE in-store movie and game rentals at your local participating BLOCKBUSTER® stores. Get your e-coupons now and enjoy FOUR FREE in-store rentals on us. We hope that you will accept our sincerest apologies for this inconvenience.

Thank you for your understanding,
Your Friends at BLOCKBUSTER Onlineâ„¢

I mean seriously how can I complain? Blockbuster rules. Here is my current plan: I not only get the unlimited number of movies delivered to the comfort of my own home (three at a time) but I also receive two free in-store rentals every month. This is great because some recent releases that just come out are not on my massive online queue (115+ movies currently queued), or I am specifically in the mood for a specific movie: Tada! free in-store rentals to the rescue. Now, they generally “generate” these coupons on the 28th of every month. However, this month, there was a delay in the coupons being generated. To be honest, I didn’t even notice. But it’s nice that they are doubling-up this month as a mere inconvenience charge. I think a lot of businesses should understand the power of giving away free stuff in return for customer satisfaction. I cannot stress how important it is.

Adieu. Navid.