Did you ever come home with something you purchased that made you really happy? Of course, depending on your budget, the experience could have ranged from modest to extravagant, but I’m betting that nearly everyone can remember that particular feeling of euphoria. It was beyond just satisfied; you as a customer were particularly delighted.
With that feeling in mind, how can an organization delight a customer? Naturally not every product is going to elicit the release of endorphins, but the customer service supplied can make a profound difference by exceeding customer needs; therefore affecting one’s perception in the most positive way. Take for instance my latest trip to the hardware store. I’m not much of “do-it-yourself-er,” but I am in the process of selling my home and needed to replace a piece of wood molding my dog had chewed on before getting over his puppy days. When I went to the store, there had to be 30 different kinds of floor molding, and I had no idea about the differences between fractional sizes not to mention what seemed like dozens of different styles.
Fortunately a very patient and knowledgeable sales representative was able to help me find the exact strip of molding I needed. He used the photograph I had taken on my iPhone and the measurements I attached to the photo and was actually able to make a perfect match. It took him awhile, and ten trips back and forth to the stock room and his manager, but a half-hour later, I was on my way home with the exact match. I have to admit I was ecstatic. If I had to call in a carpenter to repair the damage, it would have cost far more than $48 for a two foot white oak baseboard #1259.
That was a case in point of customer service far exceeding what I expected. It is, however what a customer really searches for when shopping. If I show an interest in your product or your service, and read your website, I want you to show me your ability and your skill. I want you to constantly and consistently meet my needs. I want you to treat me as an individual. And isn’t that what the special customer representative did for me when I needed help shopping – even though it was just a piece of floor molding? Now that’s what I call delivering happiness.
photo credit: mtneer_man
