Happy Friday, everyone!
The other day I read an article on the "extreme customer service" provided by a couple of brothers in Colorado, who own an Ace Hardware store. I really enjoyed the article, and thought you might as well (here's the link: This Is What Extreme Customer Service Looks Like), and it prompted this week's poll question:
What's the most outstanding act of customer service you've ever provided or witnessed?
Looking forward to reading your replies!
In my days as a retail manager I was a part of many happy moments for customers over the years. One moment that stands out to me involved a cooktop for a very grumpy customer......and she had a right to be. My store had ordered a very expensive induction cooktop that she wanted. The first one we delivered had a big chip out of it. We had to order a new one for her, so we had her install it and said we'll get her a new one. Two months later the new one arrived from the supplier, it was shattered in shipping, she almost cried. Another month and number three gets delivered to her house with a massive crack through the middle of it. The fourth and fifth arrive in similar shape and by this time she's ready to kill someone. The rep from the manufacturer, who brought the fifth one to my store, can't explain why this is happening and has very little remorse for a customer that spent over $25,000 on appliances from his brand. For the sixth cook top I personally drove down to the manufacturers warehouse a few hours away and opened three boxes until I found one that was perfect. Brought it to her house had it installed and refunded half of her money for the cooktop.
She ended up four months later being a very happy customer and continued to shop in my store. She would only deal with me and no one else.
I have a friend who has spent his career as a salesman for a large food wholesaler in Kansas. One evening he received a call from a restaurant customer in a small town about 30 miles away. Keep in mind this is not a big account by any stretch of the imagination and their request was ridiculous; they needed two large #10 cans of green beans. My friend does not consider himself a great salesman so he says he makes up for it with service. I disagree with him, his service to his customers is what makes him a great salesman.
He went to the warehouse, loaded up two cans of green beans and made the trip himself to the small town. The relationship and word of mouth is worth every cent. To me that is extreme customer service.
The article about the two brothers and their service reminds me of two brothers who tried to run a hardware store in my hometown. They bought an established business and closed it in a year. Both of them had come up through the big discount store system and they could never grasp the concept of a $10 an hour floor salesman helping a customer find a 10 cent screw. It all came back to customer service. They discovered too late you can't run a hardware store like you do the big "box" store.
Rebecca: Thanks for the comments. I think the brothers in that article really have the concept of service "spot on". In our small community we have a car salesman who has been at it for nearly 30 years. He came to this country from Vietnam. He is considered by all of our dealers to be the consummate salesman. He follows his customers lives and advice completely and has a list as long as your arm of satisfied customers. Your article/question was very good.
Roger
