I came across this story recently about customer service. You may have read it before, so bear with me. The story itself will make you think.
The story is set in the USA, where someone purchased a new $70,000 BMW car. He chose the colour and a few other things in line with what he wanted for this vehicle. This chap was a non smoker – so he ordered a coin holder to replace the ash tray. When his car was delivered, he was disappointed that his request seemingly had been ignored – as the ash tray was still in the car – not the coin holder that he had ordered.
He called the garage and asked if they would post to him the coin holder and he would simply take out the ash tray and replace it with the coin holder – quite simple. Not according to the garage as they insisted that he called into the showroom. This was inconvenient for him as it was 60 mile round trip.
In the short term he thought – to heck with it and got on with a few jobs in the house. Which gave him time to think. Why did they not give me what he wanted? What he did then was to call Mercedes, Lexus, Rolls Royce and a few other prestige car distributors. He put his current scenario to them – they all replied that would have put the coin holder in the post as it was their mistake in the first place, and, it was only right that they put it right.
Armed with this feedback from the other car dealers. He rang the original dealership where he had bought his car from. Told them exactly what the other dealerships had said – and, gave them a piece of his mind. Once he finished the call, he put down the receiver and had a coffee. About 30 minutes later there was a knock on his door. He answered it and a young mechanic gave to him a coin holder for his car.
“It’s amazing that I had to call you and tell you what other people would do just to get BMW to take some action and get out here.”
To which the mechanic replied;
“I can understand your frustration – but, I’m not from BMW I am from Lexus.”
Which begs the question – What do you do for your clients or potential clients?
For my part in Saxton Partners as part of our Executive Coaching, Mentoring and courses – we offer:-
Resource Library – A full use of our resource library, which includes books, CD’s & DVD’s. These are loaned out to whoever needs them.
Follow Through – We follow through with them after their Executive Coaching / Mentoring sessions with appointments in the diary and action points that they have to complete.
Phone Support – I am always at the end of my mobile phone. If I am coaching when they ring – I call them back. My phone charges up overnight on my bedside cabinet. So if any of them need me – they can get hold of me. Although offered as part of our service to clients, this has never happened – however they know they can get hold of me. That is enough to put someone at ease, when they are going through some change in their lives either personally or professionally.
Action – When I say I will do something for them – I do it. Even if it just a quick phone call to see if they are ok – or to email them a paper that I have written on a subject that they are interested in.
The above are just a few things that we offer ‘over and above’ what is expected or demanded from our clients.
This ‘added value’ is very important to both current clients and prospective clients. With the latter you are giving them an experience of dealing with you – even though they have not committed yet, to doing something with you.
If you are interested in Executive Coaching, then take action; just contact me, that way we can make it happen.
Have a great day.