Many of you know that I quilt. It is one of the many hobbies I have for which I never seem to have enough time. I experience a sense of creativity and joy whenever I find myself making something with my hands to give to someone special in my life. The quilts I make are truly gifts from my heart. But what does this have to do with
customer service? Plenty! My recent vendor experience will show you how.There is a tool that some quilters use for cutting fabric. Mine broke. What was disappointing was that I only recently purchased it so I made a call to the company to see if they would be willing to help me find a solution for fixing it or replacing it. I emailed them and was pleasantly surprised when I got a response within 24 hours.
My representative at the company, Lanette Edens, suggested that I send the item back and that she would be happy to replace it.
As luck would have it, my husband and I are on a kick to declutter our lives and since this item was broken, it found its way to the trash.
I emailed to update Lanette on the situation and thanked her anyway, being realistic in my expectations that this company could not replace the item without proof of purchase. I couldn’t have been more wrong.
Lanette Edens from The Gypsy Quilter (www.thegypsyquilter.com) delivered legendary customer service that day. She emailed me back to ask for my home address. She was going to send me a replacement anyway, even though I had no receipt and I did not have the broken item to send back to her as proof that I made the purchase. No questions asked. No haggling. No negotiating. Just pure unadulterated fabulous customer service! Thanks, Lanette! Had I been mystery shopping Lanette’s company, I would have given her very high marks!
Here is the process Lanette used – clean and simple!
Customer Service 101:
Step 1: Respond to customers in a timely fashion.
Step 2: If you, your company, or your products have created an unworkable situation for a customer-fix it.
Step 3: Believe your customers but more importantly – believe IN them.
(Special note to customers at this step: Be realistic in your expectations!)
Step 4: Enjoy knowing that you have created a satisfied customer and repeat steps 1 through 3 as often as you can.
As you work with your staff, ask them to be on the lookout in their personal experiences for examples of superior service. Be sure to discuss these at staff meetings. (You do have these, don’t you?) Make sharing these examples a regular part of your agenda. Sometimes people need concrete examples to understand how to do customer service-right!
So, what kinds of things are on your staff meeting agenda?