We all know that customer service excellence is the backbone of any good business.
I am the first to complain when I experience poor service. I shout about it from the rooftops to anyone who will listen.
Today I had a brilliant experience with FedEx and just had to write about it – and I am not easily impressed. After all as a customer I expect great service.
I called FedEx at about 10 a.m., explained that I had never used their service before and asked for assistance. The person on the phone (who did tell me her name but I failed to write it down) was very polite and happy to help – a good start so far.
It took less than five minutes to clarify what I wanted and for her provide a solution, which included having my package collected. At this stage I am still impressed.
I then explained that I had an appointment and would have to leave at 2 p.m. She told me that the driver would pick up my package before I had to go out. O.k. I am still impressed, but we’ve all heard that one before right? If I had a dollar for every time a company guaranteed a delivery time and then failed to meet it…..
You can image my surprise when a FedEx van arrived at 11.50 a.m. – less than 2 hours after I made the call and two hours before my deadline. I confess, I am more than impressed now.
Then, in walked Desmond Waithe, a broadly-smiling, very courteous, professional man who greeted me politely, brought along an envelope that exactly fitted the documents that I was sending, and the form that I needed to complete. Again it only took a couple of minutes. He place the documents in the wallet, sealed it, placed the postage label on it, took my payment (he even had change!) and off he went. Wow!
It’s taken me longer to write this post than it did for FedEx to deliver an outstanding service.
For anyone (and that’s all of us) who wants to delight their customers we can definitely take a leaf out of the FedEx book.
What will you do today to wow your customers?
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