I wonder what goes through your mind when you see a business card holder with, you guessed it… business cards in it, and there is a small placard that says something to the effect of, “Let us know how were doing… we’d love to hear from you!”
Maybe it’s just me, but as you know from the previous couple of articles… I was very happy with the service I received from one particular Barista at a local Starbucks.
So I see the business card display and I read this and think, “I really should call… I may be the most satisfied customer they have today!”
And what the heck, I figured… maybe Miss Elisabeth needs a raise… a promotion… or maybe even an offer to work for one of my clients!
Yeah, I know… it’s that continual improvement thing! So, I took the card of the Store Manager… and determined to call.
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The following afternoon I picked up the phone and dialed.
When a young man answered and inquired how he could help, I asked for Ms. SoAndSo, the woman whose name appeared on the card and display seeking feedback.
“Um… she’s not in right now,” he said.
“Okay, no problem… do you know when she’ll be available?” I asked.
“I’m sorry, sir… I’m afraid I’m not authorized to give out that information,” came his response.
Huh?
So I asked, “Oh, well do you know if she’ll be in tomorrow morning? I’ll call again…”
“Like I said, sir… I’m not authorized to give out that type of information…” he shot back.
As I pondered what deep level of security I was seemingly on the verge of cracking, the young man asked… “Can I ask what this is in reference to?”
My first thought, of course, was to tell him that I wasn’t sure I was authorized to reveal such information… but, as usual, my people-skills side won out, and I said something along the lines of, “Sure, I wanted to give her some feedback… some very positive feedback regarding one of your co-workers, Elisabeth. Please have her give me a call… my number is…”
“I’ll pass on the message, but I can’t say WHAT she’ll do with it…”
Rather unbelievably, it’s now been just over a week, and the answer is in… zip… zilch… nada.
Nothing… no call.
As for Elizabeth, I really do know of a few other companies that would appreciate her dedication to their customers. I suppose I’ll stop in one day this week!
Questions:
Is your entire team committed to the best possible customer experience?
Who do you have that is clearly head and shoulders above the others?
Do they know how much you appreciate them?
Are you sure?
I look forward to speaking with you soon!
Photo Credit:
Hi Steve,
A nice post again, I was curious since part 1 how this story would unfold. Great and motivational also 😉
Raymond
Great to hear from you, Raymond!
I trust all is well for you and your family! Has Spring arrived for you in The Netherlands yet… it is beautiful here! I look forward to catching up!
Steve
Hi Steve,
Yes we are fine, spring has not really arrived yet although the weather is slowly getting better.
I took a glance at the Real Life radio station also, It looks really great man! I haven’t made time to listen yet, but I will listen one of these days.
Maybe we can catch up and chat a bit sometime on a saturday maybe?
Just let me know when and if you have time.
Have a great day,
Raymond
Hi Raymond,
Yeah, next Saturday will work… spent much of the last week in San Diego, CA. Beautiful here in every way, my friend… included a powerful business conference with many new acquaintances and even few new friends.
Let me know how it works out for next week… also are you on daylight savings in Holland? Thanks!
Your friend,
Steve
Hi Steve,
San Diego sounds like fun. Someone I knew from LA suggested to me to go there sometime.
I noticed that there are marketing related business conferences there more often,Lately I have been following Frank Kern, and he is also going to do a conference for his members there soon.
Next Saturday will be fine for me, how about 8pm CST?
You can set the time and I will be there. We are still on wintertime, this will change in the night of next saturday to sunday.
Have a great week, our best to you and your family.
Raymond
Sounds good, Raymond… I’ll send you an e-mail this week.
Also, I’ve not met Frank yet… but plan to sometime this next year. And, yes he lives in the San Diego area. I am working with people who are personal friends of his.
Have a terrific week!
Steve
Great post! A good reminder that customer service should be part of every employee’s job. (Especially the customer service desk! LOL)
Yes, exactly Martha! But it sure is wonderful when you find it!! Keep in touch!
Steve
PS: Totally agree with your article on association!