If you follow our blog then you might have recently read about the time I challenged Tim Westergren to an arm wrestling match. For those of you who don't know (and you really ought to know) Tim Westergren is the founder of Pandora.
Please allow me to recap. I was not having the best day. I was listening to Pandora at work, as per my usual daily music listening routine. And for some reason I got really annoyed by this one ad on Pandora. Instead of just letting this ad pass, as it always does, I chose to write a snarky and obnoxious email to Pandora's support to voice my complaint about the ad (in retrospect, it was the advertiser that I should have emailed, not Pandora). After a few back and forth email exchanges with the very polite and considerate Pandora Listener Advocate, Jimmy, our conversation culminated with me challenging Tim Westergren to an arm wrestling match.
I am a tech geek and entrepreneur myself. My heroes aren't big musicians, big screen actors or famous TV celebrities (sorry Snooki). My heroes are people like Steve Jobs, Bill Gates, Peter Thiel, Richard Branson and Tim Westergren, among many others. I admire the people who create things that change the world and all the cool things we use and love. These are the people I hope to be counted among one day. And that is why I knew who Tim was. I know the founders of all the technology I use. (I said I was a tech geek, okay)
At the end of our email exchange Jimmy offered me a t-shirt and thanked me for listening. I felt good about it and thought that Pandora went above and beyond the call of duty with their customer service that day. Honestly, I did not even really expect to get the t-shirt in the mail, but I thought Jimmy was nice enough to put up with me and have some fun with it. And that made me happy.
Today I returned home and checked the mail. I was ELATED to find a package with this label on it:
I was so excited that I burst into our apartment to share the news with my wife, who proceeded to tell me I was "glowing." I triumphantly showed her the package and she started laughing, as she put together why I was glowing. Then I immediately texted my sister, who had read my original post (and thought it was hilarious), to tell her what came in the mail. She also laughed and responded "hahaha Awesome!".
Then I opened the package. And my elation turned to something even greater: pure joy. Along with the t-shirt, was a personal signed letter from Tim Westergren himself. He thanked me for listening to Pandora and even gave me his personal email address and told me to reach out to him any time.
That, my friends, is good customer service.
For a tech geek like myself this is the equivalent of a 13 year old girl catching Justin Bieber's hat in the front row of one of his concerts.
To Tim, Jimmy and the wonderful people of Pandora, I will continue to joyfully listen to the streaming music that you faithfully provide me, day in and day out, without any complaints! Thanks for the t-shirt. You guys are awesome.
Me happy with my Pandora shirt:
Personal letter from Tim Westergren: