How we inform the customer about company policy is part of successful customer satisfaction. Delivery plays a key part to the customer’s experience. When a customer walks away with a receipt and a refund check, the customer walks away and never looks back. When the customer walks away with a receipt, a refund check and a memorable moment, chances are good that customer will come back and bring five friends with him.
Sometimes it is not just what the customer received. How did we make that customer feel? It is not about what you did for the customer, but how did you make the customer feel? Memorable moments are keys to success.
There was a certain Piggly Wiggly that was running a special on extra lean ground beef for $1.79/lb. This was an excellent deal and there was no limit as to how much one could purchase. The customer went to the store with plans to purchase twenty pounds for the freezer. When they arrived at the store they could not find the extra lean ground beef at the meat counter. They inquired with the butcher where the sale meat was. He pointed to a display of 73% meat marked on sale for $1.79/lb. The customer informed the meat guy in all of their infinite knowledge about ground beef that was not extra lean ground beef. The meat guy looked at the customer and said, “That’s what we’re selling”.
That is a memorable moment, but not the memory you want a customer to remember. The store manager took care of the request for extra lean ground beef and the customer was satisfied, however that story was shared over and over again as a bad experience. (The store manager is gone and the store is no longer a Piggly Wiggly).
Discipline in delivery of information is key to customer satisfaction. Make your delivery a memorable moment for your customer.
How are you liking the A-Z’s of Customer Service for the A-Z Blogging Challenge? Good or bad, what’s your customer service memorable moment? Share your moments in the comment box below!
Footnote: This year I decided to go with the A-Z of Customer Service. I’ve complained too long that customer service isn’t what it should be. Tell me God doesn’t have a sense of humor. He put me in a position make a difference in what I think customer service is and should be. This month I will share with you what I’ve learned about successful customer service. Hope you enjoy the ride.