Support is more than just the right answer

In conversations with other people on the support team, I’m always going on about how I believe that how we give people the right answer is maybe as important as the answer itself. I also say to myself that I should blog great examples of this when I see them, so here’s one.


This is a San Francisco company that makes great bags. I’ve owned two of them and just the other day I ordered my third. This is the order confirmation that I received. There are little touches to the copy that just make me smile – something I’m sure I’ll remember in the event that a problem pops up. I’ve highlighted my favorite parts:

Dear Michael,
Thanks for picking us. Get ready to ROCK!

Here is your order summary email.

We suggest that you actually read it and like it because this is what you are getting and the Lucky One’s address below is where we are going to send it.

Your order number is XXXXXX

Michael Verdi

Michael Verdi

Custom Laptop Messenger Bag


Now here’s the part you really want to read.

When will my order ship?
Your order is being sent to the warehouse right now. Orders shipped US ground or international are shipped 2 – 4 days after the order is placed. It all depends on how many orders are in line in front of yours. If you selected an expedited shipping method like Second Day or Next Day Air, your order will ship within 1 to 2 business days. Business means Monday through Friday and excludes most US holidays, just in case you didn’t know. Now you do. FYI custom bags do not require any additional processing time.

Certain Timbuk2 parts sold on our website are sent via the good ole US Postal Service in their own separate shipment. Unfortunately USPS shipments of Timbuk2 parts are not trackable but usually arrive within 7-10 days from the day the order is placed.

How long will it take my order to get to my loving, waiting arms?
Once your order ships via UPS it will take 3 to 7 business days to arrive depending on where you call home. You can track your order on our website using your order number and clicking or you can be patient and wait for UPS to send you a notification of shipment indicating that your order has left the building. Please note that your item must ship before anyone can track it and it can take up to 48 hours for your tracking information to trickle down from UPS to our systems.

What if I live across the pond?
International orders are shipped via UPS International Express. Transit times average 3-5 business days for delivery.
**International Express price does not include Duty, Customs Adjustment or VAT. Up to $75 additional charges in VAT and duties may apply upon delivery of the product.

What if I entered my email address in wrong?

Our deepest sympathies are being sent to you via UPS because you haven’t read any of this.

Much Love,