Posted by Judi McKay on October 22, 2008 at 9:56am
One of my favorite sayings is "Customer Service is not a Department, It is an Attitude"! How true it is! As much as we try to complicate what great service is...it really is pretty simple. It is giving more than what the customer expects...consistently! You notice I said simple, not easy. There is a big difference. I would love to hear some stories from all on your great customer service and the response from the customer.
It Works ! Our company was founded as strictly a pool service company. Two years ago we opened a retail location. From day one we saw our store as a center for consumers to find solutions that will help them enjoy their pool or spa. It is what sets us apart in our market. We know this because our customers' freinds tell us. I would suggest that not only is customer service an attitude - it should be a core value and part of your organization's culture.
Thanks Judy! You are COMPLETELY right! so let me tell you about a GREAT customer service story from last week.
(ATTENTION: Ray Loves Macs ahead!)
On monday (13th) I went in to the local Apple Retail Store and bought a new MacBookPro. I had another that I was replacing and giving to another employee, so there was no real thought - I want that one. I was out of the store in less than 10 minutes.
As I sat Tuesday (14th) setting it all up and getting it configured as I wanted it, up pops the Apple Add - the NEW MacBookPros were released! Now I bought this at about 5 pm the night before and apple does not let stores or ANYONE know when the new products realase - it's just their way.
For a moment, I thought wow, I wish I would have waited a day, but oh well - I loved my old laptop and this one was going to be just fine. Literally 2 minutes later, the phone rings - it is the Apple Business Manager, Bob, at the store.
"Ray, how are you liking your new MacBookPro?" I love it! "I guess you saw we just released the new ones this morning - they will be in the store tomorrow, but we found out when you found out today." I did see that Bob, but it's no big deal. "Well, it is a big deal to us here and we want you to be happy - so we get a shipment in tomorrow morning and since you were the LAST person to buy a MacBookPro, we have your name on the FIRST one we are going to sell! It's our way of letting know how much we appreciate you as a customer and how amazing we think this new MacBookPro is going to be. We are calling a few customers from the last few days with the same offer."
WOW! What do you say about that???
As Judy points out, this is Customer Service ATTITUDE. They could have waited until I called. They could have refused a return as policy, but what they did is took customer service to the NEXT level. Made it an experience. How many times have I told this story? What does it mean to Apple customer loyalty? What will it really cost in the end to recycle a computer that was out of their hands for 24 hours?
You can't pay for this sort of advertising and it is this and the unbridled commitment to quality hardware and customer experience that explains the HUGE growth in the Apple market share.
if you did not read the Think Different blog yet, take a moment to do so. But take Judy's words to heart - if customer service is a department in your company, you are not getting a fraction of what it could be if it were an contagious ATTITUDE that infects EVERY employee.
Comments
(ATTENTION: Ray Loves Macs ahead!)
On monday (13th) I went in to the local Apple Retail Store and bought a new MacBookPro. I had another that I was replacing and giving to another employee, so there was no real thought - I want that one. I was out of the store in less than 10 minutes.
As I sat Tuesday (14th) setting it all up and getting it configured as I wanted it, up pops the Apple Add - the NEW MacBookPros were released! Now I bought this at about 5 pm the night before and apple does not let stores or ANYONE know when the new products realase - it's just their way.
For a moment, I thought wow, I wish I would have waited a day, but oh well - I loved my old laptop and this one was going to be just fine. Literally 2 minutes later, the phone rings - it is the Apple Business Manager, Bob, at the store.
"Ray, how are you liking your new MacBookPro?" I love it! "I guess you saw we just released the new ones this morning - they will be in the store tomorrow, but we found out when you found out today." I did see that Bob, but it's no big deal. "Well, it is a big deal to us here and we want you to be happy - so we get a shipment in tomorrow morning and since you were the LAST person to buy a MacBookPro, we have your name on the FIRST one we are going to sell! It's our way of letting know how much we appreciate you as a customer and how amazing we think this new MacBookPro is going to be. We are calling a few customers from the last few days with the same offer."
WOW! What do you say about that???
As Judy points out, this is Customer Service ATTITUDE. They could have waited until I called. They could have refused a return as policy, but what they did is took customer service to the NEXT level. Made it an experience. How many times have I told this story? What does it mean to Apple customer loyalty? What will it really cost in the end to recycle a computer that was out of their hands for 24 hours?
You can't pay for this sort of advertising and it is this and the unbridled commitment to quality hardware and customer experience that explains the HUGE growth in the Apple market share.
if you did not read the Think Different blog yet, take a moment to do so. But take Judy's words to heart - if customer service is a department in your company, you are not getting a fraction of what it could be if it were an contagious ATTITUDE that infects EVERY employee.