I have worked for a few companies that really focused on customer service. Not just from the perspective that the customer is always right, but from the bigger perspective of anticipating what the customer needs before they ask. Over the years I have come to expect that of any customer service employee I encounter. This has not always gone well for me. It took time, but I discovered there is truth in the saying ‘you can catch more flies with honey than vinegar’. The kinder I am as a customer, the kinder the representative is that I am working with. The best part is that most times they are not expecting the gracious customer. When they encounter one, they are willing to go to great lengths for them. *ahem…free stuff*
Today I had the opportunity to hug someone that provided great customer service to me over the past few days. I had ordered contact lenses online and apparently the order went missing. After a month of waiting for them, I contacted the Eye Care Center. Pat was incredibly wonderful and did not attempt to make excuses even though it was clearly not her fault. All she did was ensure me that she would order 30 sample contact lenses for me (the exact number that I ordered, yup, FREE contacts). She said she would call me Monday when the order came in. Monday came and went, Tuesday came and went. Rather than getting agitated, I calmly called again to inquire about my lenses. Pat called me back within 20 minutes and the first thing she said was, “Oh good, it sounds like your voice is getting better.” Even if I had been upset, that would have totally diffused my mood. The fact that she remembered I hadn’t been feeling well and was genuinely happy to hear me doing better was heartening. She apologized for the delay again but said she had been out of the office due to illness herself. My contacts were in and I was free to pick them up anytime. So, early afternoon I made my way to the office and even stuck around an extra 15 minutes while she finished up her lunch break. There was no way I was letting her get away without a great big appreciation hug.
Please accept this blog as my virtual hug to you.