The other night my wife and I met three other couples for dinner at a nice restaurant. The food was great, but the service ended on a sour note. Our server got lazy. His attitude toward the end of our experience reminded me that sometimes people don’t do what is requested – or even expected – simply because they don’t want to make the little extra effort to take care of their customers. Let me share what happened. Continue reading
Posts tagged "take care of customers"
It’s holiday time. Happy Hanukkah, Christmas, Kwanzaa, and any other holiday you might celebrate this time of year. A few years back I shared a story about an Ace Hardware manager who really went above and beyond for his customer. The story was about a Christmas tree and, during the holiday season, I can’t think of a better story to tell to illustrate an example of amazing customer service. Continue reading
The other night I had dinner with my mother and we were talking about some of my Grandfather’s friends. Somehow we started talking about Milt Linder, who would have probably been, if he was still living, about a hundred by now.
About 30 years ago Milt was selling magazine subscriptions, working on commission. I remember that Milt could get me any magazine or newspaper: Golf Digest, Runners World, NY Times, etc. One day I asked him if he could get the St. Louis Business Journal. He hesitated and then told me that he could.
Several years later, I somehow found out that he didn’t make a penny on the Business Journal, yet he still took care of taking my money and arranging for the subscription. I thought, “Why would he do that? He’s not making any money. Wow, that’s really nice of him.”
Milt was a great salesman who knew how to service his customers. A kind gentleman, he would rather a customer be happy than make any money off of him or her.
If he had a good customer, he would do whatever it took to keep him or her happy – even if it meant selling a subscription that he didn’t make money on.
LESSON: Sometimes you have to take of customers, even when it doesn’t make money. It’s just the right – and nice – thing to do!
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314) 692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXII, Shep Hyken)