When I get this type of customer service, I SHOUT ABOUT IT!
Last week our elderly cat (who shall not be named), had a little accident of the wet variety, which meant one of the covers on our coauch cushions needed attention. Thankfully said wet spot didn’t reach the foam component of the cushion. Not really a big deal, until it came time to putting the cover back on the cushion.
No matter what I tried, I could not wrangle the 'stupid cushion' back into the cover! It was like trying to stuff a King size doona into a standard size pillow case. No amount of folding, lying on it, huffing, puffing, swearing or pleading was making a difference.
Panic started to set in as we were having visitors that night and no cushion meant the couch was rendered useless and we need all the seating we can get at our place. As I pondered setting up a Japanese style floor party, I had a lightbulb moment! I will take it to Clarke Rubber and see if they could help me put it all back together and for this, I was more than happy to pay.
So I jum pion the car and on the way (30 min drive) I consider how much info the Clarke Rubber team need about by pickle. Do I mention the cat? Do I say I have a sore arm and simply can’t manage on my own? Should I limp as I walk in to garner some sympathy? Why was I feeling so silly about this? Why did this feel like such a big deal? So many questions and way too much analysing so I parked the car, went in (without the cushion) to simply ask for some DIY tips.
The BIG Deal was how Connor from Clark Rubber Belmont treated me as I appeared at the front counter looking like a frazzled foam fighter..
Connor was excellent! He made me feel triumphant for bringing the problem to him. First of all Connor asked for my name and if I had the 'offender' with me. I skipped back to the car and returned with the cover and the insert and then watched as Connor put that cover back on like a foaming legend! If there is an Olympic event for covers on cushions he would be hard to beat!
Conner then went next level and showed me the ‘trick’ of how to do it in the future and confirmed it was no problem as Clark Rubber are more than happy to help out so customers always enjoy their products! This wasn’t a throw away line - he said it with a geniunly warm tone. If he was faking his sincerity - he was a very good faker!*
With a big smile I reached for my credit card and Connor waived it away. “No charge” he said and my face must have confirmed how shocked I was. “No charge - it’s my pleasure”.
Expectations turely exceed. Family, friends and business network (over 5,000 and growing) have been told this story. That’s what we do. Customers rarely talk about expectations that are met but watch us roar if we feel let down OR have our expectations exceeded.
Cat has been disciplined, couch is comfy again and Clarke Rubber get marketing of the best kind - free and spread far and wide.
If you think customer service standards and customer service training are just a box to be ticked - think again.
A team that provides consistently excellent service that customers rave about for all the right reasons happens through consistent application of a range of practical actions.
Contact us now - the first action is FREE.
By Cate Schreck - Service Excellence Coach and Author of The A-Z fo Service Excellence
Fakers can’t fake forever so I recommend investing in a customer service team who have customer service skills, actions and attitudes that will go the distance.