This past weekend I got a letter from Amica. It sat on the table I have near the door to my house for a couple of days because I thought it was a bill. When I opened the envelope I found out that, much to my surprise, it wasn't a bill but a check with a letter enclosed saying I hadn't cashed a check Amica issued me from about nine months ago. While it wasn't a huge amount, the idea that a company would remind me that I needed to get my money is revolutionary. I've always been pleased with Amica, but I'm even more so after this.
The more I thought about it, I'm sure there is some accounting policy or year-end process that made this happen, but it was still pretty nice. I can say I have never gotten something like this before and the company really should have done more to use this as an opportunity to highlight exceeding expectations. I'm not sure how, but the fact that the company pays such close attention to situations like this needs to be promoted by Amica.
Do you go out of your way to return money to customers that you might owe them? Could the impact of returning the money be worth more than the money returned? It's something to think about.
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