Most of us who blog about the world of Customer Service are pretty quick to write about the multitude of service disasters we experience. While I try to give balanced reviews along with suggestions for improvement, I must admit that sometimes the audacity of the negative experience gets the best of me.
I’ve decided it’s time to start amping my awareness of the random acts of service that I may be overlooking.
When I say “random acts”, I mean things that I didn’t initiate. I’m talking about “that little something extra” that an individual or a company does to create a little better customer experience.
For example:
Yesterday, someone from Godaddy.com called to ask how things were going. One of my domain names had just renewed and that must have prompted the call. I mentioned that I didn’t like the barrage of emails they sent to remind me that the domain was up for renewal. He explained why they do that, but then he offered to consolidate the renewal date of several domains. That meant that all of the reminders would only come once each year. That would help! If the caller’s intention was to sell me something, the pitch certainly wasn’t obvious! Thanks Godaddy! I appreciated that call!
A while back I wrote a post about a call I received from Comcast (here). Obviously they recognized that I call every few months to negotiate rates. Instead of making me call and haggle with them again, they initiated call to offer me a special deal.
One of the things that I do for my network and clients is to source information to them. I make sure I know what’s going on with them, what they’re currently working on (or struggling with) and I keep my eyes peeled for information that might be helpful. Sort of like a real live Google working just for them.
Sometimes though, you get a really great Customer Service Rep who does something out of the ordinary as well. I plan to report those situations here.
I invite you to join me in uncovering random acts of service that we may be overlooking.
The stories can be things you do, or things you notice, or service you receive.
My only intention is to shine the light on some of the good things going on in the world of Customer Service. After all, if we don’t look for examples of what we want, we’re never going to find it.
You can either post your stories in the comments section or do a trackback to this post.
I’d love to be overwhelmed with examples! Wouldn’t that be cool?
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