What Do People Say About Your Service?

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What Do People Say About Your Service?

Encourager-In-Chief: February 7th, 2018

Is your customer service legendary?

It’s no secret that I am passionate about providing and receiving legendary customer service. It’s rare that I get it, but that’s what makes it all the more impressive when I do.

One of my favorite stories centers around Darrenkamp’s Supermarkets in Lancaster County, Pennsylvania. It seems there was a woman who had just started shopping in one of their stores when she received a frantic phone call from her daughter. The woman was obviously agitated and a nearby supermarket employee came over to ask what was wrong. She explained that her daughter had just called and said she had gone into labor. She was on her way to the hospital. The shopper didn’t know what to do with the groceries that she had already started loading into her shopping cart. Without missing a beat, the employee said, “give me your list and write down your name, phone number, and address on it and I will take care of everything.” The lady left the store and headed to the hospital to be with her daughter. In the meantime, the employee finished her shopping list and delivered all of the groceries to her home at no charge.

This story is not only legendary but more importantly, it demonstrates how you can create a mythology surrounding your business. Do you have stories like this that people tell about your business?

I remember Elaine Bledsoe of Tupperware, my number one seminar attending customer, made a point of telling the entire room how when I was coaching her one time, she got a call from her mechanic saying her car would not be ready until the following day. Elaine was distraught because she had a presentation to make that evening in Harrisburg and did not know how she was going to get there. Elaine made a point of telling everyone how I offered to have her drop me off at my house so she could take my car and use it to make a presentation that evening. I never expected anybody else would ever learn of this event, but I’ve since learned that it is considered legendary customer service as well.

I encourage you to use this type of approach when you have the opportunity to jump in and save the day for one of your clients. You’ll find people retelling the story years after the event took place.

You can never do too much for your customers.
- Dave Romeo

This excerpt is taken from my In Search of Legendary Customer Service seminar.

Legendary Customer Service III: How To Wow!

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I encourage you to check out my Become an Ultimate Service Provider audio program, which also includes this lesson in much greater detail.

Become an Ultimate Service Provider

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Let me hear from you!