Look for something positive to say to and about the person serving you.
Whether it is a waitress, salesman, telephone support specialist or an employee. Think of something positive to say.
My wife and I bought a small family boat this past week so we could do some weekend "runabout". After buying it, we found our idea for storing it was not going to work. So yesterday, I found myself calling around to different storage places to get a place to park it.
I called one storage location and the rep on the phone was very helpful. Jack informed me of all the paperwork I needed to bring to the site if I wanted to actually rent it. Half way through the conversation, I told him how very helpful he was being. He acted humbled but continued getting the information needed to set me up an appointment. At the end of the conversation, I asked him to put a manager or higher up on the phone so I could tell them how very helpful he was.
When the manager got on the phone, I told her how helpful Jack had been. He made it easier than the other storage places I had called. He saved me time by telling me I’d need to bring title and registration to the boat before I could rent – can you imagine getting there without the paperwork and having to run back home to get it?!?! I told her he was an excellent asset to the company and as a new customer I felt comfortable taking the next step.
She was very thankful for the call and said he was indeed one of the best people on staff.
But that’s not the end. It turns out, Jack had worked some more magic behind the scenes for us. He called the location and arranged a VIP visit for today. He cut our first month’s rent in half and discounted us 5% a month on what I thought was already a low rate. The on-site manager called to confirm our time for today and had all of our paperwork ready when we arrived.
All this for taking 2 minutes to express my gratitude and appreciation for some good customer service.
Technorati Tags: power, relationships, customer service, happiness
{ 1 comment }
You are so right.
Whenever I have people come work at my house I always thank them profusely and buy them lunch or give them a gratuity to take to the pub afterwards. Gestures like this are ALWAYS remembered.