BusinessWeekOnline recently posted a list of its top 25 companies in customer service and it brought to mind an experience my family had while traveling in Columbia, South Carolina a few years ago. We had been on the road for six days, and with snowstorms and illness, we had needed to adjust our schedule and geographic ambitions several times. We found ourselves that evening at a Sonic trying to order some of those red-colored, crushed-ice kind of drinks that many fast food places offer.
Fatigued from our journey, I was having trouble figuring out exactly which version and size of those drinks my companions wanted, so I faltered several times placing the order through the speaker near the car. The carhop patiently explained the details of the drinks, and when she brought the order to the car, again inquired if what she brought matched our expectations, adding that she would get replacements if needed. A couple minutes later, as she walked past our vehicle, she made eye contact and gave a questioning look to see if we were still satisfied with our order.
Not only had our thirst been quenched, but she had managed to boost our spirits again. An incredible return on our $4 investment. What made this all the more amazing is that she maintained her please-the-customer demeanor while wearing a hat with a tiny propeller on top.
For some more thoughts on the subject, may I suggest
JoelonSoftware for his "Seven steps to remarkable customer service."
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