Talk about a family that’s aware of customer service!
Within an hour of each other on Monday, Phil and Heather Figueiredo sent out important observations of customer service. First, Phil sent out this email to his company and copied me:
From: Phil
Subject: upset customer
Date: July 23, 2012 9:04:54 AM CDTSaw this truck at a gas station in Jefferson City last week.
Who knows why he was upset, but it just reminded me that a small percentage of customers can be a little eccentric but we still need to do what we can to take care of their needs.
Thanks for doing a great job through this heat wave!
Have a great week!
Phil Figueiredo
Owner / General Manager
Chapman Heating and Air Conditioning
573-445-4489
www.chapmanhvac.com
http://www.facebook.com/ilikechapmans
I pixelated the name of the mid-Missouri auto dealership that had obviously upset this person.
Then, Phil’s wife Heather retweeted a post I shared from Duane Christensen about his experiences trying to get a hot pizza that starts:
It’s just a prediction…
They WILL go out of business.
Read Duane’s post. Heather did, and she shared it with the other owners of Chapman Heating & Air Conditioning.
I share both of these with you today to help you remember that people are keeping score.
Some use Facebook. Some use online reviews. Some use a blog. Some use signs in the back of their pickups.
It’s nice to see my client being mindful of stories of shareworthy service. The more you make it a habit to be mindful, the more you put it into practice yourself.
Tomorrow, for Web Wednesday, we’ll talk about online reviews … and what to do when someone has an axe to grind.
Or a pickup to drive.
Yet another excellent reminder on the importance of remembering that without customers you won’t have a business. It reminds me of a blog I wrote for the Columbia Business Times a few years ago about the poor behavior of grocery store checkout clerks. It still drives me nuts that most cannot muster up a simple “Thank you.”
Thank you for the steady flow of insightful ideas and suggestions on improving a business. It’s fascinating to see many of the things I believe and practice come to life in real world examples. I learn something from every single blog entry you publish. It’s much appreciated.