It always been amazing to me how fast bad news travels, especially in business. We all have dozens of stories we can freely recite about the bad experiences we’ve had as customers.
Why does the news about good customer experiences travel so slowly, sometimes not at all? I guess we all expect an excellent customer experience, and when we receive it, we don’t think to mention it.
Well, let’s change that right here and right now. All of us are not only owners or managers of a business but we are also customers to someone else’s business, and we’ve surely have had a positive customer experience somewhere along the road. Click on the comment button at the end of this post and share at least one of your best customer experiences.
THE NEW AMERICAN MARKETPLACE is all about positive customer experiences. I’m a strong believer in modeling. Let’s hear what others have done. It will likely spark new ideas about what we can do in our own businesses.
We all look forward to your comments.
This is an easy one for me…
Three weeks ago I locked my keys to my rental car in the trunk of the car. I put them in my purse and decided at the last minute not to carry my purse into Costco. Had my Costco card and I was ready to shop fast and light. During checkout I blurted out “oh —-!” Of course, the cashier heard and told me to go to the manager’s desk and perhaps he could help me. I walked over and asked to use the phone. Yup, my cell was also in the trunk. Not only did they allow me the use of their phone, they put my 2 really perishable items in the refrigerator, offered me cash (their own personal money) to go have lunch, watched my cart (all was paid for) and put the “whole team” on alert to help me in anyway they could…WOW. When the locksmith showed up 1 hour and 45 minutes later, the manager had someone get my cart and bring everything outside and load my car. This is beyond customer service. I have written 2 letters to Costco to recognize their employees. What an incredible story. No one can believe it. Talk about personal and customer service – I have told everyone!!!
I recently subscribed to aWeber’s email system for the princely sum of $19 per month. I got a phone call from them to see if I’ve had any trouble configuring things, and an actual snail mail letter thanking me and providing me with a handy cut-out to tack on my bulletin board with my account information on it.
Nicely done. I’ve never seen a web subscription company reach out this way. Their services is delivered 100% online, but their customer contact efforts were both real (phone call) and tangible (U.S. Mail).
My daughter’s first day of preschool. Mom was nervous and fighting back tears until the teacher handed my wife a note and a tiny zip lock bag. The note and the contents of the bag (a tea bag, cotton ball, and tissue) where designed to make mom relax and feel at ease. It worked.
My daughter’s teacher took the initiative to put parent’s minds at ease with a tiny little gesture of reassurance. Mom didn’t shed a tear, and dad was thankful he wasn’t used as a human hanky.