In an earlier blog post, the Recipe for Quality CustomerÂ Service,Â I describe the impact of what I learned from reading his book.Â During one of the breakout sessions at the INC 5000 event, my husband and I had the opportunity of a lifetime to actually speak with and ask GaryÂ questions. How cool is that?
Gary is full of life and is a very colorful guy. You never have to wonder whatâ€™s on his mind.Â But I did have a couple of questions I was dying to ask. Â In our discussion, Gary not only answered the questions but offered insight as to what our next steps should be. But the advice I got the most out of was this, simply put: random act of kindness. Yes, just call one of your customers up and give them something.Â Ask them, “What can I do for you?” Â Then do it!Â This was an eye opener and very powerful statement.Â It continues to resonate with me.
While we were heading for vacation shortly thereafter, we checked-in for our US Airways flight.Â I pulled my phone out of my purse to get our flight information only to leave it at the counter.Â (Now this is the second time I’ve forgotten my phone in an airport).Â Thankfully, I realized it before we got too far, so I headed back to the counter.Â When I arrived at the counter, theÂ US Air customer service rep was making an announcement about the forgotten phone.Â I walked up and told her it was my phone,Â she joked with meÂ by asking how I could confirm that fact. So, I told her my name and what color the phone was, and she declared me the winner as she handed me my phone.Â She was a delight!
After clearing security, we continued to the gate to wait for the boarding of our flight. During the normal boarding activities, we heard our names being called for ID checks.Â We approached the counter and presented our passports for verification. As luck would have it, it was the same agent I had spoken with at the ticket counter.Â At that point I say, â€śWe really have to stop meeting like this.â€ť She laughed and told us to hold on one moment for our new seat assignments.
As I looked at the boarding passes she gave us, I was completely amazed as weâ€™d been upgraded to first class!Â This was totally unexpected and such a nice surprise.
That was a random act of kindness if I had ever experienced one. What a way to drive the concept home.Â This is the point Gary had been pressing, wow!Â What an impact on the customer experience.
I was so impressed by those experiences that it has become my mission to WOW our customers at Sound Telecom.