Service is the Heart of Business

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Amazing Postal Service

As expected, my 4:25 p.m. Southwest flight arrived early.  Traffic moved smoothly.  For those who don't procrastinate, it's worth mentioning that today is the deadline for filing 2010 U.S. Income Tax Returns.  Our long-time CPA had slogged through the paperwork we provided and our family returns were waiting for signatures, money and postage.  I completed all of the necessary steps and arrived at my neighborhood Post Office at their 5:30 p.m. closing time.  An accommodating supervisor spared me the 20 minute self-serve ordeal and allowed me to be their last customer of the day.  The customer service representative at the window handled my transaction in 2 minutes or less and provided a receipt that our 5 returns were posted to their various destinations.

There are wonderfully helpful people everywhere.  When we receive amazing service, one way to pay it forward is to share the experience.

Sweet Deal

I was glad that reservations at the Four Seasons had been made weeks in advance when we received notice that overflow conference attendees would have to find accommodations at nearby hotels.  After cramming in three appointments before leaving Houston at 2:00 on Tuesday, I'd just driven three hours while juggling work related challenges via cell phone. When I arrived to claim my hotel reservation, I had just over an hour to resolve one more work related issue before engaging with the attendees at our event.  All of my carefully orchestrated logistics had worked so far. I was glad to have arrived with ample time to spare and I expected to have a room waiting for me.

The vibrant crowd at the bar was the first indication that all those making reservations had actually arrived.  I congratulated the gracious young woman assisting me on the hotel's stellar occupancy.  When I asked when most guests had arrived she responded, "Sunday".  Because the hotel was fully booked, it took longer than usual to locate a vacant room.  Though the hotel clerk was trying not to reveal concern, I knew something was amiss, but exhibited no angst or frustration.

I patiently waited and when she announced that she was putting me in a room with a lake view, I enthusiastically responded, "That will be lovely."  A few more moments of computer key strokes followed before she broke the delightful news that she was putting me in an executive suite.  I quickly told her how grateful I was for the upgraded accommodation.  She came out from behind the registration desk to present my key, apologize for the wait and provide a brief logistical orientation. 

I suspect that this composed, considerate hotel associate had been dealing with frustrated, demanding guests all day.  When she had the opportunity to reward a guest who pleasantly engaged and patiently waited, she did.  I've already shared the story of her exceptional customer service with a few others.  She brightened my day and reinforced my belief that when we treat others as we believe they want to be treated, the giver and receiver are often rewarded in unexpected ways.

WOW Your Customers!

At our recent Sterling Bank Women’s Business Initiative Luncheon in San Antonio, Rebecca Marek energetically provided colorful, memorable examples of extraordinary ways that a car dealership, credit card company, animal hospital, home renovation company, shoe store and hotel WOWed their customers. And she engaged the audience in sharing their own examples of excellent customer service which included kudos for a hair stylist, dentist, car repair business and pest control service. Imagine our delight when one of our customers spontaneously offered Sterling Bank as an example of terrific customer service!

She asked us to consider which would be the best goal for an ice cream shop: a) the world’s best ice cream, b) the best location in town or c) a steady stream of loyal customers. By reminding us that without customers, there is no reason to be in business, she set the stage for differentiating between satisfied and loyal customers. Bain and Company’s research reveals that 60-80% of customers who describe themselves as satisfied do not go back to the company, clearly illuminating the need to strive for loyalty v. satisfaction.

Rebecca challenged us to walk in the customer’s shoes. We often become desensitized to our environment, so we need to step through every interaction, as seen through the eyes of the customer. Walk into your office, as if it’s the first time you’ve visited to see and experience the things your customer encounters.

Though WOW may result from a single incident, quite often it is a sequence of consistently good service that will inspire loyalty and amazement. Ted Levitt of Harvard Business School summarized the goal very well, “The purpose of every business is to get and keep customers.” Thank you, Rebecca, for providing marvelous insight to help us all create more WOW moments to earn our customers’ loyalty.

Household Celebrity - Fabulous Customer Service!

I'm always trying to find great speakers and engaging topics for our quarterly Sterling Bank Women's Business Initiative Luncheons. I generally ask community leaders who are most gracious to appear without compensation. Rarely, I reach out to paid speakers. In trying to find options for San Antonio, I remembered that Heloise lives there. I didn't want to regret failing to explore the possibility. So, I followed the instructions on her website and crafted a fax on our letterhead describing our program and kindly requesting that someone provide her fee schedule. I fully expected a call or email from one of her assistants. Imagine my surprise when I answered a call and the caller said, "This is Heloise." This was a special celebrity moment and resulted in a fabulous, memorable dialogue. She is gracious, communicative and engaged!

We all have numerous ways to present and respond. How often are we exceeding expectations and personally engaging our targets?

What Happens When Things Explode?

What do you do when valued providers don't meet their commitments?

I arrived a few minutes after the expected pick-up time at my favorite and often used "big kid's happy meal provider". Imagine my surprise when this ever ready provider had experienced an ordering glitch. How it was handled was most admirable! Though I was already on the way, I now know that I received a message as soon as the problem was discovered. (Note to self: Give every time-sensitive contact a cellphone #). When I arrived, I was immediately greeted with the message "as soon as we discovered the problem we tried to reach you" (yes they did!)and they had all hands on deck to fix it. They gave me two bags of yummy, homemade brownies to diffuse the situation.

The rest of the story...

Despite the unfortunate delay, the honored group for whom the meals were intended was feted "on-time".
Some of the brownies were used to make an afternoon "non-food" recognition celebration more special.
The remainder of the brownies provided many of my hard-working associates an unexpected afternoon "sweet treat".

This is a vivid reminder that when we have a valued relationship, we can weather unexpected storms.