I recently had the experience of being exposed to polar opposites in the realm of customer service. Now customer service is a big deal to me and has been since the early 80s when I worked for a major manufacturing company as one of their service reps. My immediate supervisor was the regional sales guy whose region was the #1 region in the world - both for sales and for service. His mantra was, "I can get the machine in the customer's door, but you service guys sell them on the company and the 2nd and 3rd machine."
Here's the polar opposites (in my mind) explained: First was a local car dealership. I have taken my vehicle there in the past and there have been a few "hiccups" with service, but nothing too drastic - until this last time. I took said vehicle in for it's 55,000-mile check-up, as listed in the service manual that came with the vehicle. When I returned to reclaim my vehicle, I was informed that there was NO 55,000-mile service to be done, but there was a 50,000 AND a 60,000 so they just did both! AND had done service on the transmission and replaced filters - both of which had been serviced or replaced the last time I took the vehicle in!! AND had done all this without notifying me first. I could not believe it.
About the same time, we were moving furniture to our kids in Texas who had lost their home and all their belongings to wildfires just a few months earlier. They had found a home that they would be able to occupy soon and we had the furniture to help them get started. So I contacted a freight company about moving the furniture. When I called to reserve the trailer, they were very happy and friendly to help and answered every question I could possibly think up. The day of the trailer delivery came (yes, they delivered it to the location I specified) and as they dropped it off, they asked if I had any questions about loading, and offered to allow the trailer to remain there for extra days if needed to load it as we saw fit.
When we were done with the loading process, I called, they came and picked it up, shipped it off to our kids, and didn't even run the bill on our credit card until the shipment was en route! WOW!
So the first was my example of bad service, the second an example of fantastic customer service. And I'm reminded that I have a choice of which one I'll offer my customers each day.
You have the same choice - which will you offer your customers?
Here's the polar opposites (in my mind) explained: First was a local car dealership. I have taken my vehicle there in the past and there have been a few "hiccups" with service, but nothing too drastic - until this last time. I took said vehicle in for it's 55,000-mile check-up, as listed in the service manual that came with the vehicle. When I returned to reclaim my vehicle, I was informed that there was NO 55,000-mile service to be done, but there was a 50,000 AND a 60,000 so they just did both! AND had done service on the transmission and replaced filters - both of which had been serviced or replaced the last time I took the vehicle in!! AND had done all this without notifying me first. I could not believe it.
About the same time, we were moving furniture to our kids in Texas who had lost their home and all their belongings to wildfires just a few months earlier. They had found a home that they would be able to occupy soon and we had the furniture to help them get started. So I contacted a freight company about moving the furniture. When I called to reserve the trailer, they were very happy and friendly to help and answered every question I could possibly think up. The day of the trailer delivery came (yes, they delivered it to the location I specified) and as they dropped it off, they asked if I had any questions about loading, and offered to allow the trailer to remain there for extra days if needed to load it as we saw fit.
When we were done with the loading process, I called, they came and picked it up, shipped it off to our kids, and didn't even run the bill on our credit card until the shipment was en route! WOW!
So the first was my example of bad service, the second an example of fantastic customer service. And I'm reminded that I have a choice of which one I'll offer my customers each day.
You have the same choice - which will you offer your customers?
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