When the customer visited the Oreck store on Hanes Mall Blvd. in Winston-Salem, NC, earlier this month, she needed service on a vacuum. It wasn’t an Oreck. It wasn’t purchased at the store. It was only one month old.
The customer brought it to Oreck because the manufacturer said not to ship it back to them for repair – instead the customer should bring it to a local repair center. The customer had driven past the Oreck store before and was familiar with the quality of the brand, so that was the first place that came to mind.
The cord wouldn’t unwind fully, so a vacuum that should be able to clean several rooms without plugging and unplugging could barely do one room. It was a vacuum that would run, but it was a hassle to use.
The Oreck store asked if they could hold the vacuum and work on it later, and the customer said that was fine. Later, an employee from Oreck called the customer and said the cord issue was resolved. He had worked on the cord, getting it untangled and testing it about 10 times to confirm it worked well.
“How much do I owe you?” the customer asked.
“Not a thing,” the employee replied.
The customer had an issue; the company provided a resolution, and it didn’t cost a dime.
Sometimes great customer service isn’t about what happens during the sale or even what happens after the customer leaves your store. Sometimes truly great customer service is about your taking the effort just to do something for someone else. It’s about caring more about meeting the need of a customer than making a nickel off a transaction. It’s about taking a situation that presents itself – like a customer you’ve never met who needs help – and doing what’s right for the customer.
Take a lesson from this Winston-Salem Oreck store. Focus on what’s in it for the customer first, and worry about what’s in it for you second.
And who knows, you might get some positive word-of-mouth out of the experience.
Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/
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