Being a small businessman, I know there’s only two kinds of customer service:
The so-called ‘great’ customer service experience is a myth. For there is no quality or measure of pleasurable experiences which will not be immediately offset by a single ‘bad’ one.
Whether it’s a big a boo-boo such as losing your customer’s personal info or just simply putting someone on hold for 25 minutes without resolving their problem, it won’t matter how many extra miles you’ve gone leading up to that one unfortunate detour. In the customer’s mind, you now have ‘bad’ customer service.
So with that in mind, I sent up a quick prayer this morning for the Lord’s Spirit to guide my actions just before going out to greet the delivery drivers whose truck had just pulled into my driveway.
You see, a couple of weeks ago, I had refused delivery of this same package because it was so unacceptable, I could actually see the damaged product inside the box without even opening it.
Add to that the somewhat-less-than-servile attitude of the company’s Customer Service Department during the interim two weeks, and I was definitely expecting a ‘bad’ experience. Like root-canal bad.
(Cue theme from “The Good, The Bad and The Ugly” as we rack focus from behind me in my doorway out to the truck in the driveway.)
But wait! Not only were all the boxes in perfect order, the men loading them were as well, being humbly in His service first.
I actually ended up not only tipping them generously (which gives me much more joy than being put on hold for 25 minutes), but I gave them my card with a promise to do more business with them in the future.
For you see, it turns out the driver is just about ready to launch his own delivery service in my area. He only needs a few more dollars towards his first truck and he will be ready to offer a Grace-based alternative to his less- than-optimum current employer.
So not only did I get my stuff in good condition this time, I now have a new Personal Team Member for all my large-box deliveries and a brother of high integrity to call friend as well.
With customer service, there’s only: The Good and The Bad.
With God, you can always add: The Unexpected.
You just have to make sure you ask for it.