Lousy customer service always catches my attention and in previous posts I have detailed some of my adventures in the world of abysmal service. Rarely do I have interactions so outstanding that they warrant gracing this website. Imagine my surprise, or should I say delight, when it happened three times recently.
The first was at BJ’s in Framingham, Massachusetts. I had a poor experience at the deli counter. We were having an event in the office and I went to pick up a few things at the deli. There was no line, which is a good thing because there was only one person working the counter while the other was cleaning up; it was close to closing time. When the clerk finished with the person he was waiting on, he asked me what I needed. As I always do, I told him the first item I needed and not the whole list. He got me what I ordered and then turned and walked away. Not knowing what to do, I stood there expecting him to come back. Instead, he began talking to the other staff member and then, with me still standing there, he went to help another customer. After I checked out, I asked to speak to the Manager on Duty. Being in the service industry myself I always appreciate when our clients provide feedback, whether good or bad. My expectation was just to tell him what happened and be on my way. He politely listened and immediately said that he would speak to the employee. He made no excuses and gave me a $15.00 gift card, which I didn’t expect and he didn’t have to do. Instead of leaving disgruntled, I left as a fan and will continue to shop there.
Customer Service that takes you from Good to GREAT!
The second was at Tommy Bahama at the Wrentham Outlets. They took back a shirt that I had purchased over a year earlier. I found a small hole in it but it had never been worn; it still had the tags. They gave me a merchandise credit, which was far more than they had to do and much more than I expected.
The third was in the middle of December. I purchased a new Apple Computer at the Apple Store in the Natick Mall. Before starting to use it, I wanted them to train me and transfer all the data from my old computer to the new one. I set up a training date and even asked for a specific person to do my training. On the day of my training I packed up my old computer, my external hard drive and the new laptop and headed to the store. When I got there a very nice employee checked me in but couldn’t find my name. I explained that I was working with Cheryl from the Business Team and he immediately called her over. She greeted me by name (big points for that) and with a puzzled look on her face asked if there was a problem with my new computer. “No,” I said and explained that I was there for my training. After some confusion and a little bit of embarrassment on my part, she explained that I was a month early. Instead of making me feel stupid and sending me on my way, they made room at the counter and got a technician to work with me right then and there. Although I didn’t get a full two-hour training, they did enough to make me feel comfortable with the new machine and did all the data transfer as well. For years I have used Apple products and despite the fact that they are more expensive, I will continue to use them because of the service they provide and the staff that they hire.
Customer or client service is something that has been of interest to me for years. In fact, it is one of my guiding principles and hopefully a defining characteristic of FUN Enterprises, Inc. It is one of the things that we talk to our staff about on a continuous basis. We believe that every one of our clients deserves “white glove” treatment, regardless of how much or how little they spend. Somebody once said, “The key to getting people to rave about you is to under promise and over deliver.”
The organizations that I mentioned above do just what I hope we do. We don’t just want customers or clients, we want fans!