Two weeks ago on Saturday I received a phone call from the company that provides my Internet access. My access speed had recently been increased, and I had been having difficulty getting online ever since. The problem was an intermittent occurrence. It didn’t happen every day. Sometimes it would not happen for a week. The week before I had had a conversation with Tammy at the company’s office and described the problem. Since all the lights, including the power light, on the router went off when the problem occurred, she had thought I had a power source problem, not a router problem as we had speculated.
When I picked up the phone last Saturday, I heard Tammy’s friendly voice, “How are you today?”
“This is a holiday weekend!” I exclaimed. “Why are you working?”
“It’s my weekend to work,” she replied. “I thought that I’d call and check on your access problem. Are you still having problems? Did you do what I suggested?”
“No and no,” I answered. “I completely unplugged all the lines, including the power, from my router. I even unplugged the power from the source.”
“That’s what we call a hard reboot,” she explained. Then she repeated, “You even unplugged the power at the source?”
“I did,” I acknowledged. “I thought that I’d do everything possible to explore if the problem was something other than the router.”
“And it’s been good ever since?” Tammy wondered.
“It has,” I agreed. “I noticed that the covering near the router plug in on the power cord has separated so I might be smart to get a new cord.”
“Stop by,” Tammy offered. “I have lots of them. You are right. You would be wise to replace the cord because moisture can get into the lines when the covering pulls off. That could be affecting your power to the router.”
“I will do that. Thanks for calling.”
“Have a great weekend,” Tammy finished. “I’ll see you soon.”
As I hung up the phone, I thought about the excellent customer service Tammy offered. I was impressed that she called on a holiday weekend. What impressed me more was that she called, period. While her customer service has always been superior, taking the time to follow up with a customer who has been experiencing a problem was going the extra mile. Her efforts didn’t mean the company would make more revenue. They were only intended to help a customer and keep that customer happy. That’s how you develop solid customer relationships. That’s how you keep satisfied customers. That’s how you get customers recommending your company.
How many “extra mile” calls did your staff make last week?
This week's marketing trivia challenge is What “extra mile” call have you experienced?
E-mail me your answer.
When I picked up the phone last Saturday, I heard Tammy’s friendly voice, “How are you today?”
“This is a holiday weekend!” I exclaimed. “Why are you working?”
“It’s my weekend to work,” she replied. “I thought that I’d call and check on your access problem. Are you still having problems? Did you do what I suggested?”
“No and no,” I answered. “I completely unplugged all the lines, including the power, from my router. I even unplugged the power from the source.”
“That’s what we call a hard reboot,” she explained. Then she repeated, “You even unplugged the power at the source?”
“I did,” I acknowledged. “I thought that I’d do everything possible to explore if the problem was something other than the router.”
“And it’s been good ever since?” Tammy wondered.
“It has,” I agreed. “I noticed that the covering near the router plug in on the power cord has separated so I might be smart to get a new cord.”
“Stop by,” Tammy offered. “I have lots of them. You are right. You would be wise to replace the cord because moisture can get into the lines when the covering pulls off. That could be affecting your power to the router.”
“I will do that. Thanks for calling.”
“Have a great weekend,” Tammy finished. “I’ll see you soon.”
As I hung up the phone, I thought about the excellent customer service Tammy offered. I was impressed that she called on a holiday weekend. What impressed me more was that she called, period. While her customer service has always been superior, taking the time to follow up with a customer who has been experiencing a problem was going the extra mile. Her efforts didn’t mean the company would make more revenue. They were only intended to help a customer and keep that customer happy. That’s how you develop solid customer relationships. That’s how you keep satisfied customers. That’s how you get customers recommending your company.
How many “extra mile” calls did your staff make last week?
This week's marketing trivia challenge is What “extra mile” call have you experienced?
E-mail me your answer.
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