Showing Appreciation...

As a follow-on to yesterdays blog posting regarding outstanding and legendary customer service, I received another email from the company with a follow-up to another question.

Hello,

Thank you so much for the information and this was very helpful. As I will be ordering through ___, "how" do I specify the #655 gate size and ID? Any estimate on what the cost would be?

Thank you again.

Regards,

Shane Allen

___ would need to do a “manual” order and fax it to us. That way they can write dimensions on the order. If you are certain that it is 45-1/2” from inside post to inside post then that measurement would need to be on the order. We do not sell direct, so I don’t have any retail pricing.

Hi,

Thank you for the GREAT CUSTOMER SERVICE! Be sure to send this email on to your boss as you have done a bang up job and EXCEEDED my expectations. You need to be at the top of the list for a huge bonus and raise! I really expected the company to come back and say "we don't do design work - or not our problem or hire a contractor".

Thanks again.

Regards,

Shane Allen

Thanks, I’m forwarding it to my boss as I type.

Good customer service just doesn't happen. Outstanding customer service is a function of the culture of the company, hiring the "right people", and the overall dedication and belief in the product or service. It results from "within" and instilled from the top down.

One of my "mentors" is Stephen Covey of the 7 Habits of Highly Effective People and Principal Centered Leadership. Covey espouses on customer service over and over and how outstanding legendary customer service is not an accident.

1. Be Proactive

2. Begin with the End in Mind

3. Put First Things First

4. Think Win-Win

5. Seek First to Understand, then to be Understood

6. Synergize

7. Sharpen the Saw

I've even got these on my office wall as a constant reminder of "What Matters Most".

Until next time, see you on down the road...