Customer Service

I did not pay attention to the name of the young man who waited on me at a large book store I visit on a regular basis. I should have because I owe him a word of thanks for providing me with the topic of this blog. He was having a little trouble with customer service, and since that is one thing I know a lot about I decided to help him a little. It started when I asked for two cups of coffee. There was not enough of the blend I ordered so I said I would wait. To which the young worker replied, "Well, I guess I could make s fresh pot if you want it." That caught me off guard because I normally don't hear that kind of response at this company. My order was ready sooner than I expected. I know why now. It was not hot. I received the bottom of the pot of coffee. I took it back and asked if I could get a refund. (Yes, I was very nice). He said, "I am not allowed to give you your money back. I can make you some more." I almost laughed at him because this whole thing was so silly. I was born at night, but not last night. I knew very well his employer had empowered him to take care of the customer - properly, the first time. The guy was having a bad night, I guess. Most days, I probably would have let this go, But I wanted to help. So, I found his manager. I asked that he not tear the guy from limb to limb. Be gentle, but firm. This young man did not live up to your standards tonight. I thought the manager would want to know. He did. He apologized. And he even offered me a refund, even though I was holding and enjoying a fresh cup of coffee. I did not want something for nothing. I wanted the good product I always purchase and for the transaction to be simple, like it always is. I have clients in several states. They do not have to do business with me. They have choices. But they work with our company because of our relationship, which has been built on customer service. We are obsessed with providing unequalled customer service. Some companies only talk about customer service. They don't provide it. You need to provide it. Today's Winning Thought: To survive in business today, you had better be pretty good at customer service. Don't take a single thing for granted.