30 yrs. in the customer service industry, I can be a bit critical. When it comes to customer service, I’m jaded; more often than not, I am frustrated with poor service.
But now and then, I am amazed when a firm goes the extra mile. They create loyal fans with small acts that make huge differences.
One firm has seized my loyalty this past year.
I was looking to buy a guitar amp and was referred to “Sweetwater”. I went to their website and found the amp I wanted. Within seconds, I got an email confirming my purchase. Within minutes, I had a call thanking me for the purchase. The representative was polite, referred to me by name, knew my order, and acted like I was the only customer he had all day. He confirmed my shipping address, and he gave me a tracking #.
When my amp arrived, I had a voicemail asking if I had received the item and if all was good. I called back, and we had a pleasant conversation about the amp and other band items that I may be interested in.
This firm went the extra mile and made an effort to personally connect with me, a customer, to say thank you for your order.
I’m now a raving fan and have made other big purchases. Have you ever called a customer just to say thank you? If not, you should!
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Don’t Just Manage Lead!
In Don’t Just Manage—Lead! you’ll learn what it takes to become an effective leader, someone who will help guide and motivate others to achieve success. Art F. Coombs, the Utah based author and CEO, provides the most comprehensive and authoritative account of a true leader’s life and career. Loaded with heartfelt, real life experiences of what it takes to lead thousands of employees, Coombs presents his journey from business student to corporate CEO. With these real-world examples, he shows how true leaders can influence behavior, shape goals, and encourage the very best from others.Buy Now
Today, the world needs human connection more than ever. It needs people who strive for deeper relationships, not just surface recognition, who come at life with the enthusiasm, energy, and excitement that bind people together. These people have a powerful impact on all around them. Leadership guru Art Coombs combines fresh perspectives, profound experience, engaging information, and unforgettable stories into a simple formula that will result in rich connections as you live, laugh, learn, love, and lead those who mean the most to you. Begin today to live the authentic, abundant life you were meant to as you build and shape the connections that change everything.Buy Now
Art has also served as executive vice president of business development and strategic initiatives for First-Source; CEO and founder of Echopass Corporation (the world’s premier contact center hosting environment, which was acquired by Genesys for about $110 million); CEO of Sento Corporation; and managing director and VP of European business development for Sykes Enterprises.
Art is a widely-published author of methodologies for BPO/contact centers, outsourcing, customer service, and technical support, and has served in leadership positions at Hewlett-Packard, VLSI Research, and RasterOps.