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Harry’s: A Case Study In How To Do Social Media For Business

The Truman Kit from Harry's

I just received a shaving kit today from Harry’s after first hearing about them a couple weeks ago.

The kit — The Truman — is great. I love it and it’ll definitely replace the Mach 3’s that I’ve been using for years now. It’s only $15 if you want to try it out, and you absolutely should.

As much as I like the actual product, though, what I really want to talk about, and what I think offers some valuable insight, is the customer service process they led me through that led to me buying my kit and liking it. Harry’s is a company that gets customer service, gets social media and gets how it all ties together.

Here’s what you need to know:

Great pitch

Harry’s is a joint venture between Jeff Raider, of Warby Parker, and a friend of his, Andy Katz-Mayfield. They recognized a couple key things about the men’s razor market: They’re overpriced and they look like shit. So the guys set out to sell a cheaper, better razor that actually looked good.

The Truman Set I bought includes a razor handle, three cartridges and a tube of shaving cream, and looks flipping fantastic.

The one last component that makes this business great is that they donate a portion of each sale to a worthy organization: “At Harry’s we give a shave about making guys look and feel great, including those who might need a hand. Thus, for every order we donate a blade or dollar equivalent to an organization that shares our goals.”


Fantastic customer service

When I first went to order The Truman, they were completely cleaned out. In fact, I don’t think anything on the site was available to order. There was a link to a waiting list, but it wouldn’t let me submit my email, so I emailed customer service. The look of this razor was seriously that good, and the price was that good, that I was willing to take this step.

I’m glad I did. A helpful customer service rep got my email on the list and tipped me off to the fact that the site was expected to start taking orders again the next morning.

A few hours later: Boom — sold.

Savvy social skills

Once I was done, I tweeted the Harry’s account to say thanks once again for the great customer service. I do that occasionally, and I usually just fire off the @ reply and leave it, not expecting a response — maybe a “Thanks!” at most.

Harry’s tweeted me back, though, and actually conversed with me in a legit exchange of words. That’s a weird sentence to type, but a lot of companies are still trying to figure out how to be that personable, and I was really impressed by it.

Damn. Good. Product.

All this was great. I felt really well taken care of. But it wouldn’t have meant anything if Harry’s didn’t produce a blade as good as what they were advertising.

Well the blade’s fucking great.

It blows my mind how many companies don’t get this: It doesn’t matter how good you are on social media, or how clever your advertising is or how nice your product looks; if it sucks, you’ve got nothing. A high-quality product is what everything else flows out of.

Kudos to Harry’s for getting all that. They’ve converted me from crappy drug-store razors, and even better, I liked their process so much, I decided to blog about it and pitch you guys to do the same.

Order something from Harry’s next chance you get, and if you don’t, at least check out what they’re doing on social and take notes.

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