A customer comes into your store with a $10 product that you sell, but he has no receipt and you've never seen him before. He says the product worked well for a couple of days, but then - suddenly and with nothing changing in how he used it - it malfunctioned, and he can't fix it. He hands it to you.
What do you do?
We don't even need to discuss the poor-service options, because no one reading this blog - no one who actually cares about customer service - would hesitate to replace the cartridge and give a sincere apology. ...Right? I hope so.
Do that, and you get four stars. You've handled this complaint well.
...But who wants to be just "good?" Not my readers! So here's what Bolek Figa, franchise owner of the Cartridge World at Courtyards Plaza in Naples, did.
Without hesitation, he handed me two replacement cartridges. Just like that. I was out of his store in two minutes flat, including my surprised thanks and his sincere apology. (Note about the apology: that part was free to him. He didn't break the printer cartridge, but he still told me he was sorry that happened with a product he sold.)
Bottom line? Five-Star Customer Service can happen anytime, any place. Bolek has won me as a customer for life, and - unbeknownst to him - I happen to be a customer service author and trainer who is bound to send all sorts of business his way over the next several years.
Bolek Figa played George Boldt in this scenario, to my William Waldorf Astor. On an incredibly more modest scale, of course, but still.... Please remember,
"YOU ARE ALWAYS ON A JOB INTERVIEW."
George Boldt remembered. Bolek Figa remembered. Do you consistently remember that all-important lesson? How about your top executives? And your managers? And your front-line workers?
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