How do you go above and beyond to care for your clients?
What can you do to have someone laughing and sincerely thanking you while they hand you money?
When do you have the opportunities to turn prospects and clients into dedicated and repeat buyers?
Here is a great example of a company that went above and beyond to correct a mistake they had made AND had me smiling and thanking them when I left their store.
You know when you have so much going on that you can barely make it to the store to buy groceries? I was having one of those weeks and decided to take advantage of a local grocery store’s (Farm Fresh) service to do your grocery shopping.
I ordered at night, set my pick up for 11 AM the next day, and went to bed. The next morning, all I had to do was walk in, pay, and put the groceries in my car. Or so I thought.
I walked in, and they clearly hadn’t even started the order. The woman at the register called the manager, and I said I’d be close by. I was trying to decide what to do if the groceries really weren’t ready because I needed to pick up my kids, and I didn’t think I had time to shop and get to my kids on time. However, I needed the groceries before I would have another chance to get to the grocery store….hmmmmmm. I was bugged-here’s this “great” service, and all it had done was screw up my schedule!
Over walks the manager, and-trying not to assume anything-I say, “Hi, how are you doing?” He replies, “I’d be better if your groceries were shopped. I’m really sorry they haven’t done it yet. I could explain what happened, but nothing really makes it acceptable. So instead, I’ve got two people out shopping for you right now, and they’ll be done in less than 10 minutes. I know that’s not what you expected, and it doesn’t make it all right, but we’ll get it taken care of as quickly as possible. And for your inconvenience, here is a $25 gift card for your groceries. Will this work?”
What was I supposed to say!?! He was kind, understanding, didn’t make excuses, already had a solution in place, and offered something to me. I was a bit concerned about the time, and, probably, wanted to verbalize my initial frustration, so I said, “thanks, but I’m concerned I won’t get to my kids in time.” He quickly offered to deliver the groceries to my house! I let him know that we live over an hour away, so that probably wasn’t a good option for him, but that his first offer was appreciated. I’d look for something I didn’t put on the list and be up in the front in ten minutes.
When I got up front, two women started jumping up and down because they were so happy. They said, “Oh yeah! Our goal was to beat you to the register, and we did it! You’re all set-we’ve run everything through, we just need your payment.” They asked if I needed anything else-“fill your gas tank, a back rub…” I laughed and said to, “Watch what you offer, I’d always take a back rub!” The woman ran over and started rubbing my shoulders!!
I left the store laughing with them and sincerely thanking the manager for how he handled the whole situation and for the attitude of his staff. Who’d have guessed that ten minutes earlier, I was debating about how to “handle” their incompetencies?!! Do you think I’ll shop there again? Do you want to shop there, too? This is what happens with great customer care.
I realize that we try to avoid negative situations with our clients. However, I share this story as an example of how really GREAT customer service and going above and beyond can truly change a client relationship.
How do you go above and beyond to care for your clients? Please post your comments below.