We Hella love customer service and after reading about so many companies and how customer service makes a difference, we think there is more than 1 way to improve. But last night, we got the opportunity to not just Satisfy but Delight our Client.
The difference? Here you go:
SATISFY: Meet the Clients expectation of making certain you have a product they want and not just need.
DELIGHT: Meet the Clients expectation of making certain you have a product they want and not just need. THEN...when they need what you don't have at 2:00 AM you offer to head over to San Francisco and get 'IT'!
When you have time you make time and what matters more than leaving good people with great impressions. So at 2:00 AM I rode my bike to pickup my car and let the Client know I was on my way to SF. I'm sure they thought I was joking but when you give someone your word...stick to it else quickly backtrack or tell them why that solution won't work.
(As I told someone this story this AM about the story. They curiously asked about the 'IT' product. I replied, "that's private". We treat what we do like Vegas and a 12-step room. General but no Specifics...so 'IT' it is.)
I can remember reading about Nordstrom's taking back a set of tires...happily. Welll it still hasn't been denounced as a folklore by their company, yet this is the type of Client Service we strive for at Feelmore. When you have time, you make time for People.
At Feelmore we take pleasure in Delighting and not just Satisfying. Wasn't expecting the $200 tip but knowing it made an Oakland business stand out was even better.