A few months ago, my husband and I had a wonderful experience of service. I had purchased a bedroom set back in 2006 and unfortunately, one of the drawers in my dresser broke. We went back to the store where I had originally bought the furniture, were told to order a new drawer glide, and ordered it from a hardware store, (who had ordered it from a local manufacturer, Accuride). However, upon receiving the part, my husband couldn’t figure out how to attach the glide to the drawer. I called Accuride and left a message with one of their representatives, Garold Harford.
What Garold did in just a few simple actions helped transform an ordinary service transaction into a memorable service experience. In the next four excerpts we’ll be dissecting all the small behaviors that Garold did for us and I bet you can apply these actions into your own business.
The question for you to ponder for today is this – how can you transform ordinary service encounters into true service experiences?