Maybe it came from a small shop, a start-up business, or even a global company with service centers around the world.
Those who know me find out early on how passionate I am about service. I’ve spent most of my career delivering great service to my customers, whether internal to the company or external.
This is both a blessing and a curse for those who now serve me. The blessing because when I receive it I scream it from the rooftops (well, not literally), but I do share it with my personal network. Over and over again. And the curse? Well, I share that as well.
What makes the difference between good and great service? It’s the unexpected things that go beyond someone just doing their job. I want to be treated to the same level of service when I have a problem as when you excitedly made the initial sale.
Please keep in mind that consistency isn’t about continuing to do the same level of service, but surprising me with innovative ways you’ve improved the service since the last time I visited.
An example of great service in my own backyard, comes from a family-run European-style coffee house that opened in my neighborhood where competitors surround it like the three men on the boat in the movie Jaws.
Just the place to hang out, Bellano Coffee not only makes great coffee (expected), offers their own Internet connection at no cost (a plus), but their personal level of service to customers continues to wow me!
Years ago I wrote a customer letter to the folks at Virgin-Atlantic because my daughter and I had experienced outstanding service from one of their flight attendants in Coach, no less. I must have shocked them with my outpouring (most folks write letters when they receive bad service), because I received a personal response that was as surprised as it was sincere.