What's the Secret to Legendary Customer Service?
What's the secret to customer service?
Simply stated, do what you say you will do when you say you will do it.
But what's the secret to legendary customer service?
I think it's this: do more than what you say you will do and do it sooner than you said you would do it.
Here are two examples of what I mean:
As you probably know, I ordered a Rolex. I was told it would arrive in three months. No problem. I had been warned it may take a long time, as the watches are handmade in Switzerland and there's a wild demand for them.
While I waited, the charming saleswoman sent me a packet of information about the Rolex.
And -- the watch arrived on Monday.
Three months early.
I wore it when I went to visit my Miracles Coaches that day.
Awe might describe their response.
The fact that I received the watch three months early made me happy, too.
The dealership handling Francine, my 2005 Panoz Esperante GTLM, called me Monday morning to say my car may not be ready for pickup on Tuesday.
That was bummer news. I'm headed out to be on the Larry King show, and wouldn't be able to pick up the car until next week if I didn't get it on Tuesday.
But I accepted the news and braced myself for the worst.
At 9 a.m. Tuesday morning, the dealership called and said my car was ready.
When I got there, they spent well over an hour talking to me about the car, giving me gifts, and congratulating me on ownership of this rare exotic car.
I drove Francine home the very same day.
In both of the above examples I was surprised with extra service and quicker turnaround than expected.
If you want your customers and clients to talk about you (in a good way), do more than what they expect, and do it sooner than they expect it.
More on this topic later.
Right now I've got a plane to catch.
Larry King is waiting for me.
PS - Francine is LOUD. She's a barely street legal race car and she knows it. She wants me to know it, too. She roars in my ears as I drive. She gets attention. She wants attention. She DEMANDS attention. She has an attitude, too. She says my little BMW Z3 is a go-cart from Toys-R-Us compared to her race car engine power. As much as I love my Z3, I don't want to argue with Francine. I have a feeling she could run me over in under three seconds. What a woman, though. I think I'm in love.
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