My friend Debbie wrote the following Facebook post about an amazing customer service experience with the US Postal Service two days before Christmas 2017:
Debbie and I worked together and our late boss, Mike Costello, always said, “When you make a mistake, it’s an opportunity to win a customer for life.” Think about how delighted Debbie was with the outcome of her story. She felt compelled to write a social media post about it praising the Postal Service. How do you handle it when you make a mistake? Here are some basic rules for what to do when you make a mistake. Offer a sincere and specific apology. (Here’s a great post about how to apologize by Jason Fried, founder and CEO at Basecamp.) Don’t try to hide it. Let affected parties know as soon as possible. Be prepared to go above and beyond to make things right. Put yourself in the customer’s shoes and think about what you would want if you were them.
What are you doing to go above and beyond, not just for your paying customers, but also for everyone around you, your co-workers, your friends, your neighbors, and everyone else who is touched by your life? How do you amaze your customers?
Be Amazing Every Day of the Year
If the United States Postal Service can provide that kind of customer service, just two days before Christmas, during the busiest time of their year, what’s stopping you from amazing and delighting your customers every day of the year?
Next Level Customer Service Training
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