Examples of Legendary Customer Service

There’s never been a better – or more profitable – time to excel at delighting customers.

The thing is – it’s pretty darned easy for every one of us to come up with – like I did yesterday – a story about horrendous customer service.

What about good ones? Inspiring ones?

Who are the companies that deliver?

Over the next two weeks, I’m taking a look at the defining characteristics of legendary customer service and why it’s never been more important (or more profitable) to deliver it.

In case you hadn’t noticed, the Internet changed some stuff.

Now, in addition to being able to watch clips from Battle of the Network Stars, you can also spread the word about anything to dozens, hundreds, even thousands of friends (and they to theirs) with a few taps, points and clicks.

That’s great news if you’re extraordinary. That’s really awful news if you’re a boogerface.

To start my research into legendary customer service, I did what all astute professional scholars do: I went to Facebook.

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Suzanne – Studied it for a summer while interning at Disney World. Dump your ice cream cone on accidnent on Main Street? Tell them, you’ll get a new one. Offering to take a picture of your family so you can be in it – they do it all the time. Nordstrom is the other one. Never a hassle on a return.

Amy S. – Gates Barbecue. “Himayihepyou?” Always with a smile.

Amy M. – Apple handed me a new iPad when I went in with my cracked screen. I had no insurance on it. I also appreciate never waiting in line at Target stores.

Melissa – Zappos. I know it’s cliche, but it’s true.

Joey – Here’s a few that come to mind: Zappos.com — Unhurried knowledgeable phone suggestions. Surprised to discover free upgrade to next day delivery when the shoes arrived. Southwest Airlines — I showed up a day early for a flight. No hassle. They fixed it, no charge. My local pharmacy (Logan Professional) anticipated my benefits year and ordered refills for me a few days early so the deductible wouldn’t kick in. Ritz Carlton Battery Park NYC — usually out of my price range but I got a deal. Employees know your name by the second time they see you. Concierge went way beyond expectations.

Mike – Southwest Airlines for sure! Their customer service makes them the only ones I want to fly

Renee – Amex. Had my card # stolen a month ago. No hassles, sure, but they handle everything so quickly. Love them! xoxo [At this point, I got all excited because I thought it was an unrequited love fulfilled 25 years later (Facebook is particularly useful for this), but then I realized she was xoxo-ing Amex … and not me, and then every ounce of Cusackian social awkwardness returned. I’m going to stop talking now.]

Kristi – HyVee has a “no point” policy that their clerks are supposed to follow. They are to walk you to the thing you’re looking for instead of just saying or “pointing” to the general direction where the product it located. In my experience, my HyVee has followed this policy every time.

Kristi, Part Deux – When it comes to a phone or internet order, the company Plow and Hearth provides hands-on experience for all of their operators with the products they sell. When I called to ask questions about some curtains I wanted, the operator went on and on about the curtains because they were new to the catalog and they had had a training session the week before on all the aspects of the new curtain. I was awed b/c I was dealing with someone who knew the product and wasn’t just reading info off a screen! When I asked if that was common, she said all the operators were required to have had some kind of hands on experience with all the products–wow!

Kyle – If you want to go with a local company/business, I’m really happy with Landmark Bank. They have always been super helpful to me when I have questions about my money.

Megan – Ditto on Zappos. And locally, Lone Star is actually pretty amazing. I think it’s important to remember the small things – they always ask me to cut into my steak to make sure it’s cooked right so they can immediately take it back if it’s not. This doesn’t happen at other places and it drives me bonkers because I always have to send it back!

Lori – st louis bread company. they gave my friend the wrong order in drive thru. she got home called them…they brought the correct order to her house and gave her free dessert and bread!

Nanci – The Learning and Performance Support (LAPS) Team at MUs College of Ed ROCK! They keep all stakeholders in the College of Ed working and up to date on leveraging technology… I couldn’t do what I do without them…and I not only say thank you in person I write letters with specific actions they take to support my work and sent to the DEAN….

Bret – Chic fil a is one of the best. Go to any store and say “thank you” and they will never say “you’re welcome”… they will always say “My pleasure”. Best fast food service ever.

Bethany – Kohl’s has an excellent return policy. No questions asked. For someone who often misplaces receipts, I appreciate that. Plus, they have a Kohl’s Care Team that volunteers in the community.

Jess – One of my dear friends was diagnosed with breast cancer so she and her fiancée moved up their wedding by 9 months and we all pitched in to plan their wedding in 2 weeks time. When the shop where her dress was ordered told her that her dress was in Springfield, she told them her story and the store manager drove in her car 3.5 hours each way to get it to her.

Kelly – Have you seen the info about Pike Place Fish Market in Seattle? They have a strong work ethic when it comes to customer service. I saw a video a few years ago that they put out about how they improved customer service. Hope this helps 🙂

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How you about? Who do you think is bragworthy?

Over the next several days, we’ll look at:

• The books I’ve been reading about customer service. (I know. I know. I should have been satisfied with my Facebook findings, but still …)
• The common threads between these legendary companies
• A couple stories about Apple and Disney
• The questions for employees to be thinking about
• The things employers need to realize
• A couple world-class customer service bosses
• Laura’s 3-second rule

There’s never been a better – or more profitable – time to excel at delighting customers.

Oddly enough, it’s also never been simpler.

The question on my mind is this, though – just because it’s simple … is it easy?