Customer Service Lesson: Go Out of Your Way

Written on October 21, 2009 by Susan Payton

My husband likes to pile up his dirty dress pants in an inconspicuous place and send me telepathic signals that they need to go to the cleaners. Today I found the pile and realized he’d need them before Monday (it’s Friday). Crap.

I rushed to our cleaners, not really hoping I’d be able to convince them to have them ready before they closed on Saturday. I politely asked the man if they could possibly be ready. I could see the consternation on his face. I was asking a lot. He went to the back and asked, then came back and told me to call that afternoon to see if they could do it. I can do that.

2 hours later I get a call from him. Saying the pants (all 5 pairs) are ready. Now. Wow. I can’t beat that.

I was so grateful I wanted to buy him a gift. But I decided the best gift I could give him was my continued business and maybe a little mention on something called a blog (they’re not well known in my parts).

For my Egg customers and contacts, I often send them postings from Help a Reporter Out that I think they should take advantage of. I don’t charge for this service; I do it out of the kindness of my heart. Really.

A former boss would send his investor relations clients newspaper clippings of interest. Same concept.

You’ll find success in customer service by going out of your way to help someone. And they’ll tell others. I guarantee.

Posted in Customer Service and Loyalty

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