My co-worker lost his brand new, company-issued cell phone earlier this week. He did what many of us often do with our morning coffee—placed it on top of his car, forgot about it and drove away. A lot more is lost with a phone than with a cup of java, though. Luckily, the phone had a GPS-like tracking device. The good news? My co-worker was able to discover that the phone had been lost along the very busy Whitehurst freeway. The bad news? My co-worker discovered that the phone had been lost along the very busy Whitehurst freeway.
He called his girlfriend and explained the situation. She took a cab on her lunch break to look for the phone—and found it! Of course, she became my co-worker’s hero—but she also gained great respect from other Optimal employees with whom he shared the story. I know I was impressed!!
Now how does this service story in the context of a personal relationship translate to service in the client-vendor relationship? Easy. Take every opportunity to become a client’s hero. Service providers never know when they are going to be presented with a “hero status” opportunity and that is why providing great service consistently is so important. For the service provider, this consistency means gold. Like my co-worker bragging about his girlfriend, when a client perceives heroic efforts, they won’t hesitate to spread the word. This means free endorsements for your organization.
Continual, exceptional service is the best way to ensure you won’t miss your opportunity to be a hero—and transform your relationships with your clients.
I want to hear from you! Respond to one, all, or none of the questions below. I just want to hear your thoughts! And, if you post a response, be sure to check back for a reply!
- Which company has gone above and beyond to reach hero status for you recently? How?
- Which company has missed a prime opportunity to become your hero? How?
- How do your service tendencies in your personal relationships affect your professional services provision demeanor?