Something happened the other day that made me think a little bit. I don't know about you guys, but if I'm in a position where I receive bad customer service, I am the first person to fill out a comment card or write an email to complain. At the VERY least, I usually tell others (or the blog) about the experience. But what about the opposite circumstance--do I do anything when I receive exceptionally great customer service?
I think I mentioned that Justin decided to be on-call for drain cleaning over the holiday weekend. He's done so before and has literally never gotten a call. But, since J already gets paid more for drain cleaning than other plumbing work, and it was over the holidays, it was a great opportunity for some overtime. Anyway, he got a call right as we were getting ready to leave for our big fancy, much awaited Christmas Eve dinner, and I have to admit that I was pretty bummed. Not at him, but the situation just sucked, and I was sad that he would miss a portion of the dinner. He ended up arriving part-way through the main course. Again, a bummer, but at least he made it.
Earlier this week, the elderly couple that he did the call for dropped off a letter at the shop for Justin's bosses. They said that they just wanted to thank J and the company for the great customer service--that they appreciated Justin's willingness to come out even though it was a holiday, and appreciated his positive attitude once he arrived, even though they knew it was taking him away from a special dinner with his family (they offered him dinner while he was there, but he declined and explained that he was meeting us at the restaurant). At some point, J must have mentioned the fact that I'm hugely pregnant, because they also added that he was not only an asset to the company, but would be a great dad as well.
Seriously...how kind and thoughtful was that follow-up letter? I am so happy for J that he received feedback like that, because he IS such a hard worker, and DOES try his best to always have a positive attitude with customers, even if he's not personally having a great day.
Anyway, that got me thinking...when was the last time that I went out of my way to let a manager know when someone was exceptionally helpful, or went out of their way for me? Why don't I extend the same effort when someone does exceedingly well as I do when someone does exceedingly poorly?
So here's my challenge to you all--in the next month, if you receive customer service that goes above and beyond, take the time to fill out a comment card or send the manager an email. Just let them (not just the employee, but their boss) know! I guarantee that the positive feedback will make both the manager and the employee's day :)