July 22, 2009

Now That's Customer Service!

No Running on the Pool Deck

A couple of weeks ago, I came home to a delightful little lake in my dark hardwood floored kitchen. Fun times. After spending about 10 seconds in disbelief, I immediately turned off the water valve. Two hours and many towels later, I dried the surface water off the floor.


Did Somebody Call a Plumber?

The next day I bought a new facet and had it installed by a professional plumber who searched the house for more culprits. This plumber was recommended by a friend and was at my house within 12 hours.

I thought the problem was solved.
The slight warping would dry out, right?

Wrong

A week later, I called my insurance broker to report the claim. An hour after our call, a local agent called to arrange things. Two hours – yes, hours – after my original call, a local restoration company was in my kitchen assessing the damage. It’s been three days of noisy fans and plastic mats but they are on the case.

Free Cable and Internet

If this doesn’t work – and most have their doubts – the entire first floor of the house will be repaired, sanded and refinished. This will require what resembles a full move. Everything must be moved out, the floor takes at least a week to repair and redo and it might mean hotel livin’ for a while. Like I haven’t seen enough of those things! But they are all over it.

Surprise 'em All!

It’s not done yet and I know this post is premature but from the broker to the insurance company to the restoration guys – it’s been an amazing string of excellent customer service.

USP: Step One

If you want a unique selling proposition – treat your customers well. You are not at their beck and call, you are there to solve a problem, fix the pain, better their lives, enhance their experiences. Be all over that.

The cynic in me is alive and well and will only rest when this is all over. Something else you should keep in mind when dealing with clients. If you don't think they know, you're sunk.

Are you all over it with your customers?

@knealemann
knealemann at gmail dot com

Let’s create experiences, not campaigns.

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