Two examples of customer service opportunities.
The other day I walked into a donut place for a cup of coffee. I was pretty focused on my next task as I ordered a small decaf. I got my coffee, paid my $1.39 plus tax. As I turned to walk out, I saw the sign. “Large coffee .99. Limited time only.”
We were still within the limited time.
The server heard “small” and assumed I would want a small. What would have been wonderful is if she would have said, “Did you see our special?” What would have been wonderful is if she had charged me just .99.
The next day, I ordered a large.
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We visited a museum in Chicago. Our daughter purchased an aluminum water bottle. It’s pretty cool. For $16, it should be. When we got home (180 miles away), she put water in the bottle. She felt water on her arm. The bottle had a pinhole leak.
I wrote to the museum store. I waited a week. I wrote again. I an apology for the delay in responding, and permission to send the bottle back. We did, paying the postage. Within a week, we got the new bottle. It doesn’t leak. It also didn’t have a note. It didn’t have a refund of postage.
After paying $16 for parking, $13 each for admission, and $16 for the bottle, the cost of postage was a small additional percentage to us. However, a note, a credit or even a piece of candy would have been a nice way to apologize for the leaking bottle.
I understand museums are looking for support, but you build support by building relationships.
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Jon has been a regular reader and occasional contributor around here since 2006. Jon works as a pastor, but he understands business better than many so-called business people. He gets that it is about people, relationships, service, and yes, even love.
Today I got word that Amazon refunded the full purchase price of a item that didn’t work as advertised – even though it was past the official window of full-price returns.
They boosted my loyalty, for sure!
Excellent example, Paul! Thanks.
I wholeheartedly agree that customer service is the heart and soul of small business. You have to have a conscience and treat people the way you would want to be treated. The Golden Rule applies everywhere. Without it, we would be lost!
Write to the Museum Store Asn re your story and you’ll get an interesting response from the asn. and the museum methinks
Thanks, Renee. That’s a great perspective.
Kare, he probably would get a response, but they certainly missed an opportunity to handle the return.
I get really annoyed when companies miss out on an opportunity to provide great service. Fortunately (or unfortunately) for them, I am very vocal about it.
Thanks, DJ. It takes a lot of work to build a culture of great customer service throughout your business, even if you ARE the business. We want to share when people do it right, as well as when they miss a chance.