The digital age can either work to your company’s advantage or totally destroy your name. A quick Google search will lead both current and potential customers to the latest reviews on your product or service, whether posted on Facebook, Twitter, or even Instagram. The importance of quality customer service is highlighted even more today given the potential reach social media has to offer. But it’s also not enough to simply provide reliable service and quality products. A standout customer service team ensures your customers remember your company and give them a reason to spread the word. It’s effortless marketing and advertising on your part, as your customers will do the promotions for you. Here are some examples of unique and creative customer service acts that brought some brands on the map.
A Response That Did More than Compliance
Business consultant and author Peter Shankman decided to tweet Morton’s Steakhouse after a long flight. “Hey @Mortons-can you meet me at Newark airport with a porterhouse when I land in two hours? K, thanks. :)” A tuxedo-wearing man surprised Shankman at the airport with his request: a 24 oz porterhouse, shrimp, potatoes, bread, and napkins. Oh, and even silverware. This was no easy effort on Morton’s part. The nearest Morton’s was 23.5 miles away and whoever read the tweet had to run the idea through management. They also had to look for Shankman’s flight information before the kitchen prepared his food just in time for his arrival. The Morton’s team did all this in less than two and a half hours, the approximate time of Shankman’s flight.
A Memorable Favor
The daughter of a snowed in 89-year-old man checked if any of the nearby groceries delivered items. Out of all the ones she called, only Trader Joes said they had such a service. In reality, however, Trader Joes does not deliver but they were willing to do so for the World War II vet. The response doesn’t stop there. The Trader Joe’s representative taking the order even recommended the best items for the grandfather’s low-sodium diet. Plus, Trader Joe’s didn’t charge the daughter for the groceries or the delivery. Everything was done for free.
Even the Youngest Customers are Always Right
Three and a half-year-old Lily Robinson wrote to Sainsbury asking why their tiger didn’t resemble the namesake. She also indicated in her letter that the bread should be called “giraffe bread” instead. Customer support manager Chris King wrote a proper response to this query. In his letter, he even praises Lily for his idea: I think renaming tiger bread giraffe bread is a brilliant idea – it looks much more like the blotches on a giraffe than the stripes on a tiger, doesn’t it? Lily’s mom definitely appreciated the response and told everyone about it on her blog. The exchange became a hit on the net and gave Sainsbury an opportunity to promote the new name of their product, Giraffe Bread.
Invest in Exceptional Experiences
Author and customer experience John DiJulius was so impressed by Ritz-Carlton Sarasota’s service that the event ended up in his book. In a rush to leave for his flight, DiJulius left his laptop charger in his room. The next day, before he could call about the item, the hotel delivered a next-day air package that had the charger. It even contained a note saying “Mr. DiJulius, I wanted to make sure we got this to you right away. I am sure you need it, and just in case, I sent you an extra charger for your laptop.” Larry K. Kinney from Loss Prevention signed and sent DiJulius the package. This treatment is standard for the Ritz-Carlton. Every employee can spend up to $2,000 daily to help improve the customer experience. This rule applies across the hotel, from the restaurant staff, those who clean the rooms, to the reception desk.
More Than Your Regular Withdrawal
Canadian company TD Bank asked some customers to test out their latest ATM model. These customers were in for a big surprise. They discovered that the ATMs were Automated Thanking Machines that released gifts instead of cash or checks. A mother received a family-pack of passes so she could take her kids to Disneyland. Another mom won a plane ticket to Trinidad so she could visit her sick daughter. Around 30,000 TD Bank customers experienced the benefits of the Automated Thanking Machine by either visiting a branch at 2 pm or logging into their online banking, with the task leaving them $20 richer.
More than Your Average Flight Attendant
A young girl named Gabby was anxious during her Southwest Airlines flight. This nine-year-old girl, however, got all the support she needed from the flight attendant Garrick. Garrick did all he could to make Gabby comfortable, from serving her special drinks to making her laugh as she was nervous during takeoff. His help mattered the most when the plane went through turbulence. He let Gabby sit right beside him and talked about his own daughter to calm her down. They also talked about her school and some of her pets. Garrick also commended Gabby for her courage as he announced on the PA that she just overcame her fear of flying. The entire plane clapped for her effort and Gabby’s mother was grateful for Garrick’s efforts.
Find Unique Ways to Say Thank You
Video hosting and analytics platform Wistia doesn’t just tell stories in their videos. Wistia’s team members utilize the medium to create personalized thank-you notes and personalized how-to videos that will help customers understand the software’s different aspects. The company’s product isn’t just given to the customer but used so customers can help themselves.
Customer service is not just about complying with requests and making the customer feel he or she is always right. It’s about making the extra effort so the customer feels valued and that all of their needs are met in the most unique way possible. Start talking to an expert customer service company like Infinit-O to see what this strategy can do for your company.