April is Customer Loyalty Month. To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. It’s nice to read something positive – aren’t we all getting tired of that United Airlines story?
Lindsey Hartig, Marketing Manager at Martin Resorts on California’s Central Coast, shares this story…
“At Pismo Lighthouse Suites, a son collected sand dollars for his dad since his dad couldn’t be with him on his trip. Unfortunately, he left them in the suite when he checked out and housekeeping threw away. The boy was very upset when he told his father he left them and the father called the hotel just to see if we had them.
Matt, a Guest Services Supervisor, took the call and said he would go to the beach and collect some for them and then mail them. Matt went to Morro Bay on his day off and collected a bunch, including the ‘dime sized’ one the son had found. They were shipped off the next day.”
Helene Wein, Director, Global Accounts at HelmsBriscoe, shares this story…
“Just got back from a work trip. Wish I would have gotten the name of the attendant, it happened so fast, and I was so impressed. Having just come from our group meeting at the restaurant, we had walked upstairs to attend an after dinner reception. I hadn’t gotten but just a few feet from the door and I started sneezing. Not usually a big deal, I sneeze in threes.
It was then one of the servers on the floor whisked over to me and handed me a cocktail napkin/tissue. Totally on his own, totally unexpected, most appreciated!!! Something so small, means so much, when folks anticipate your needs without having to ask. Hats off to Four Season Oahu at Ko Olina. Me and my nose thank you!!!”
Suzana shares this story…
“I contacted Instabox and spoke with _________ from Customer Service with a general inquiry about a few box sizes. On that initial call she was extremely helpful, even offering to remain after 5pm if I couldn’t get there earlier. She also informed me that there was a gentleman who arrived at work early everyday and he would be able to help me before regular business hours the next day if I wanted. I was pleasantly impressed.
Two days later I received in the mail detailed product information and costing without me having to ask. This made my decision to purchase easier. On the 17th I placed my order that was quickly followed up by phone call and on the 18th I received box samples in the mail. After confirming my order we decided on a completion date of the 2st. On the 19th I received a call stating that my order was complete ahead of schedule and ready for pickup at my convenience.
We are in the sales and service business and appreciate the level of commitment and service I received. You exceeded my expectations considerably, leaving me a much more than satisfied customer. Please convey my appreciation to your excellent staff.”
And, to finish today’s post highlighting great customer stories, I leave you with an example of bad service from Australia and why it’s so important to take care of your customer and do what’s in their best interest. That sure didn’t happen here…
Brock Fisher, National Manager – Customer Support for Little Real Estate
“I walked into the local Newsagent to buy a magazine, that happened to be $9.99.
As I approached the counter, I saw they had a sign up that said they had a $10 minimum on EFTPOS (electronic funds transfer at point of sale). Not sure if that is common in the US or not but it is relatively common here in Australia.
I asked the lady behind the counter if $9.99 qualified as $10.00 so I could use my Card (as I had no cash on me at the time) – and she promptly told me that unfortunately it did not, and then tried to upsell me on a pack of gum, a Mars candy bar, or anything else to get over that $10 threshold.
I actually laughed out loud, told her not to worry, and put the magazine back and walked out. So instead of a small business making a couple of dollars, they made no dollars, and lost a customer – all for the sake of one arbitrary cent.
One of the points in your recent article “9 Business Building Hacks” really resonated with me, as I have often thought it myself – when I walk into your place of business, I am not there for any other reason than to try and give you some of my money – so EFTPOS minimums, surcharges etc – just make it harder for me to do so.
And the reality is, any electronic transaction surely is actually a time saver for business, as it cuts down the need to maintain the Till, go to the Bank to make deposits etc – not to mention minimizes the security risk of having large sums of cash in the business.”
Thanks to all of you who continually focus on the customer’s satisfaction and understands that without them, we can never truly be successful.