Here is your Daily Dose of Amazing Service:
Be unusually good every time
And here are some additional thoughts on this topic…
Recently I called our local auto service shop. Steve, the service representative, was busy on another call. He told me so and asked if I didn’t mind holding. I said I didn’t so I proceeded to wait on hold. While I was waiting I had to hang up to take another call. And seconds after I ended that call, Steve called back and apologized for not being able to help me faster.
Here’s what thrills me about this: I never left my name or phone number when I first called.
Steve had the presence of mind, and the motivation, to call me back based on the caller ID information he had. He didn’t have to do this. I didn’t expect it. I had made a mental note to call back later. But because Steve went beyond the usual, I didn’t have to. He took a “to do” item off my list.
I love that!
This is typical for this business. They remember their customers. They treat them like they care. And they often go out of their way. In other words they deliver a positive and memorable experience. The result is a stable base of loyal customers, like me.
{ 2 comments… read them below or add one }
I find that one of the best (and easiest) ways to impress customers/clients/guests is to immediately return phone calls or emails. It’s music to my ears when I hear a client say, “Wow, thanks for getting back to me so quickly!” Seems small, but packs a huge impact on the relationship. And the call back from your service rep based on caller ID adds a bit of magic to the equation.
Hi Dennis – you make a great point. Small things can have a big impact on how our customers feel about our business. And when they thank us for calling back right away (which should be the norm but obviously isn’t) it’s proof of how they feel. Thanks for sharing your thoughts!