Knock Your Socks Off Service
Do you ever receive truly superior customer service? If so, do you thank the person and let his / her supervisor know? Do you thank the management team? Do you grow to expect it from others?
Our banking relationship has been very strong for the past four years. When I came over to the company, we had a new banker. The company was heavily in debt with this bank and was about to restate its financials showing a $3 million negative swing in equity. But we told the new banker what we were doing to repay our debt (both long term and credit revolver) and when we were doing it, we honored our word and performed accordingly. Since then, anything we want, we receive. And we are handed it with a smile, courtesy, prompt attention and professionalism from him and his staff.
Another person who is fabulous is our contact at our insurance agency. She has her own staff and only handles "VIP" accounts. Fortunately, we happen to be one of those accounts. To say she is thorough and quick is an understatement.
The problem is when one starts to expect such great service from everyone. Then one would be sadly disappointed. Something I had accepted before has become intolerable because I now know how good it can be.
I remember a year ago, I went to Reasors (a regional grocery store chain) at 6 p.m. on the Wednesday before Thanksgiving. Every employee was working. They were stocking the produce section, the meat section, employees were stationed throughout the store to assist shoppers in finding items. As I neared the front to pay, a manager or assistant manager directed me to an open cashier. All lanes were open. What could have been a dreadful experience was made easy and enjoyable given the attention of the entire staff. Did I write a note to the management? I did not. I still might, though.
So I think about things like that today and wonder how I can provide knock your socks off service to my main customers. Who are my customers? What do they want? How can I achieve that?
Our banking relationship has been very strong for the past four years. When I came over to the company, we had a new banker. The company was heavily in debt with this bank and was about to restate its financials showing a $3 million negative swing in equity. But we told the new banker what we were doing to repay our debt (both long term and credit revolver) and when we were doing it, we honored our word and performed accordingly. Since then, anything we want, we receive. And we are handed it with a smile, courtesy, prompt attention and professionalism from him and his staff.
Another person who is fabulous is our contact at our insurance agency. She has her own staff and only handles "VIP" accounts. Fortunately, we happen to be one of those accounts. To say she is thorough and quick is an understatement.
The problem is when one starts to expect such great service from everyone. Then one would be sadly disappointed. Something I had accepted before has become intolerable because I now know how good it can be.
I remember a year ago, I went to Reasors (a regional grocery store chain) at 6 p.m. on the Wednesday before Thanksgiving. Every employee was working. They were stocking the produce section, the meat section, employees were stationed throughout the store to assist shoppers in finding items. As I neared the front to pay, a manager or assistant manager directed me to an open cashier. All lanes were open. What could have been a dreadful experience was made easy and enjoyable given the attention of the entire staff. Did I write a note to the management? I did not. I still might, though.
So I think about things like that today and wonder how I can provide knock your socks off service to my main customers. Who are my customers? What do they want? How can I achieve that?
5 Comments:
I wonder? Are you recieving "Knock your socks off service" or just the service you have deserved all along? Hmmm?
I definitely notice the good because far, far too often the service is so bad. I try to make sure to send a note or tell someone if the service is spectacular.
Interesting post. I have been struggling with the whole concept of 'customer service' since my serious lack thereof from my own HR department.
T - may I add you to my PIM links list on my blog? I want to put you on there, but not without your permission.
Ditto what Heather said.
Mrs W - would love it if you did! I have seriously been concerned about your HR department. I cannot believe you still have not received an answer. That is deplorable.
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