Thoughts on Customer Service
I was in a department store last week exchanging some shirts I had purchased. My wife told the clerk we had been in a few days ago and we needed to make an exchange. He started going through the shirts we were exchanging and found that one was missing the tag. He began to tell me about how their company policy states that they cannot exchange merchandise without the original tag. Then he called the manager over to give me the exact same speech. After a lot of conversation, the manager got it worked out and I not only exchanged the shirts but wound up purchasing more.
The point to all this is that customers don’t really care about your policies. They just want solutions.
Here’s another example for you. Most Sundays after church, my family and I drive through Rosa’s for lunch. A few months ago, we got home and realized that the folks at Rosa’s forgot our tortillas. Fajitas with no tortillas — that’s a crisis! I called the location and was transferred to the manager. After I explained the situation, he asked me what my address was. I was impressed that he had asked, and expected to receive a few coupons in the mail in a day or two. Instead — 15 minutes later, the manager was at my door with the tortillas. If that weren’t enough, he also brought two pieces of a cake just for our inconvenience. Not only did he make it right, but he went the extra mile to make his customers happy.
I have told this story several times because I believe in that philosophy so much. It’s not enough to fix what went wrong anymore. Our customers have tons of choices when it comes to who provides their security. Anyone can send coupons in the mail. It takes special effort to bring tortillas by. And it takes a really special effort to bring cake, too.
At Ener-Tel we try to foster that kind of culture. Our employees are empowered and trusted to make good decisions that are in the best interest of our customers. While policies and procedures are important, we never want them to be barriers to customer satisfaction. And while anyone can simply fix a problem, we strive to do more and be more for our customers.
Anyone can send coupons. May we send cake.