Wow!  I just had a great customer service experience and I still can’t believe it.  I’m still reeling!   I won’t bore you with all the nitty gritty details but just suffice it to say that my belief in good customer service has been restored.

I have been worried lately that people just don’t seem to care anymore.  Whether it was getting no response from a client who missed an appointment (after many repeated attempts—hopefully she is fine), or the grumbling cashier that I was determined not to let ruin my day, I actually had not one but two great experiences.

First is the cheery ticket taker at the local movie theater.  After waiting patiently in the long, slow moving popcorn line and then getting mumbled and grumbled at from the cashier, I was pleasantly surprised to be cheerfully greeted by the ticket taker. She looked at the movie we were attending and told us how much we were going to enjoy it and even gave us a tip to not be confused as they jump back and forth in time at the beginning of the movie. (I just hate it when they do that in movies and I don’t catch on till way into the movie.Thanks for the heads up!  She definitely cares about what she does and makes the most out of her day.

Then there was the store manager that personally responded to the online survey that I completed in which I decided to give some constructive criticism.  How else are they supposed to correct a wrong doing if they are not told about it?  I totally expected it to fall into a black hole of surveys that no one really reads, let alone replies to.  Within 10 minutes I received an email back apologizing for the inconvenience and offering to correct the mistake at my convenience and to contact him directly.  What?  They actually cared about me? 

These actions may appear small but they go a long way in providing good customer service.  It’s like what Seth Godin writes in his blog entitled Who cares? 

“Caring, it turns out, is a competitive advantage, and one that takes effort, not money.”

And who doesn’t want a competitive advantage?  So my faith in humanity is restored. 

How about you?  What are you doing to show you care?  No matter how small the act may seem.  I would love to hear what you have to say.


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