What Everybody Ought to Know About customer service and why it brings back the same customers over and over ready to buy
This week has been one of those that I was more impressed with customer service than ever before. Sunday Night my 7 year old Dell laptop died. It gave me the blue screen which is like giving me the finger. No yellow flag that says help me – just all blue. I sat there and stared at the screen trying to think if there was anything I didn’t have saved on the cloud I would lose. I couldn’t think of anything but one image I wish had uploaded.
For some reason I got a rag and dusted the screen, like that would make it change it’s mind. I dusted the smudges off the red top and closed the screen. I breathed in and blew out a frustrated “Well shit”. “Honey! I will be going to the Apple store tomorrow”.
I have wanted a MacBook Air for some time however, there was no reason to make the purchase when the Dell was still going. I mean for 7 long years, we had history and it was heavy like a dinosaur.I had built my business with this little jewel. It was miserable to travel with, I wanted something small, powerful and light.
I facebook messaged my past apple geek friend of mine, to see what I needed to know, or what I needed to compare. He gave me a list of what to compare.
I stepped into the Apple store bright eyed and ready to make a purchase. I was greeted by Kevin. I said, “I need a laptop today can you help me.” His next question was not about a laptop – he ask my name and shook my hand. Not only did Kevin help me, he stayed right beside me the whole time I was in the store. He answered every question as we looked and compared the screens. The 13 inch MacAir with retina display “I’ll take it”. His eye lit up and smiled. We shook hands and he hollered to his co-workers “Hey guys look what Angela is getting.” Two more handshakes. People in the store looked up to see what was in front of me. The stock guy even said “Congratulations”.
Three Apple Geeks stood with me as I unwrapped the box. Lifted it out of the container and turned it on for the first time. They took the time to make the apple experience fun and a grand event. Before leaving the store, all my favorite apps were added and I had been given a quick overview of the basics from a PC to a Mac. We shook hands and I walked out the door smiling like it was Christmas.
I could not wait to get home and begin working (who says that). As I pulled out of the parking lot, I saw a Chico’s and they had the big red 40% off sign in the window. I had time to stop and did.
Now there is something you need to understand. I hate to shop. I purchase what I need and leave. I rarely try on clothes and I don’t look and ramble through the racks. Karen – the professional consultant that she is greeted me as I walked in the door. I mumbled “I’m looking” not really wanting to be bothered as I browsed. I found a table with simple summer tops marked down so I grab several colors.
Karen passed by straightening clothes and ask if I wanted to try on a pair of jeans with the tops. I mentioned I had a pair of their jeans but they didn’t fit well. She ask if I would consider trying on a pair just to prove her wrong. She was a beautyful dark skinned women well put togather and had the best energy in her presentation. I heard myself self say “Sure I will try them on.” (What the hell?!).
The jeans didn’t work. Karen said, “You need the next size up let me look for you. She was on a mission to find something for me that worked – even though I had not come in to buy jeans I was willing to let her look. She found them online. She said, I can I mail them to your house? I have your address in the system – No shipping and I will give you the sale price.” DUH… again I heard myself say “Ok – sure.”
I mentioned I had a business trip coming up this summer, “I need to come let you pick out my clothes for my next business trip. I hate to shop. She handed me her card. She is a stylist. I said girl you have your hands full with me – I am simple not alot of bling. She said, “If you will trust me – I will dress you comfortable and business casual and you will love it. I agreed for the upcoming event to get in touch with her for my clothes.
Today I received a handwritten card in the mail from Karen. Giving me a compliment on my smile and looking forward to working with me in the future.
What did she just do? She sealed the deal. I will be driving back to her store 90 minutes from my home to let her help me get styled for my event. There is a Chico’s less than 30 miles from me but her presentation – her customer service is worth the drive. She makes the like – know and trust factor shine.
To top this day off, I checked my Hootsuite for my social media messages and found this little lovely posted on the Hootsuite Community page. They are hooting about me on their wall where 10 million other customer whom use Hootsuite. I already loved Hootsuite – but this my friend made me Hoot and flap my wings.
People like to shop. They like to know you care even more. It is not the 40% off in the window – it is the time you spent with me to help me find what I needed – noticing that I use hootsuite out of 10 million other customers and hooted about me. No I didn’t shake hands with Steve Jobs angel in the Apple store but his brand of customer care has made me a full blooded apple fan more than I was before I walked in that store that day.
If you suck at customer care – it is time to beef it up. All three brands made a mark on me because of the outstanding care they provided in the store. I was not just a credit card.