A lot of stories about outstanding customer service involve companies going well beyond their ordinary duties to make their customers happy, and often involve a substantial monetary investment to do so. However, it needn’t cost much to make our customers feel that we truly care about them.
Ashley has two young children. Recently, she was having a very trying day, but still needed to run some errands with two unhappy kids in tow. Upon arrival, she suggested her kids sit in the lobby chairs while she spoke with the teller. Once her transaction was completed, she asked the teller if they happened to also sell single stamps, in the off chance she could prevent dragging her children on another errand. The teller said no, they did not. “Seeing my frustration and disappointment that I had to drag the kids to one more stop, she went into the back and returned with an envelope and stamp. It was a $0.47 gesture that meant the world to me that day and I could tell she knew it.”
Minara had a poor customer experience with a cosmetics retailer. She continued to feel badly about it and thus decided to post about it on their Facebook page. She was not only promptly replied to, she later found an assortment of samples in her mailbox as a gesture of goodwill. “I was impressed that they were willing to do anything for me. The samples would have been free anyway, but it was the fact that they bothered to do it at all.”
Benjamin had visited a brick and mortar location of a store to pick up a few samples before making a purchasing decision. However, he somehow left the store without the samples. A representative from the store decided to take ownership of the problem and left work with his samples. On her way home, she stopped by Benjamin’s gym to drop them off to prevent him needing to make a second trip back to the store. “That’s the definition of customer service to me: that they don’t just want to make the transaction better, that they want to make my day better.”
While the stories of splashy customer service may grab headlines, it is our simpler, everyday gestures that stick out in the minds of our customers. Thinking back on the last six months, what little things have you done for your customers to make their days easier or a little more enjoyable?