Same Song, Second Verse

I just read an Inc. (magazine) article that was singing my song. The author described a situation in which a family purchased a $350 Star Wars Lego set, built 2/3 of it and then discovered that one bag of small parts was missing. The dad went straight to Lego customer service on-line.

The company’s response was epic:

“Dear John, Thanks for getting in touch with us and providing that information! I am so sorry that you are missing bag 14 from you Mos Eisley Cantina! This must be the work of Lord Vader.

Fear not, for I have hired Han to get that bag right out to you. Have a bricktastic day and may the force be with you.”

You’ve got to love that sensitivity, creativity and smarts. The customer e-mailed with a $350 problem. It was solved in a few keystrokes and left the client with a smile. That is a trusted formula for business success – customer loyalty, great reviews. It is customer care and business-building at its best.

It’s not always easy, but it is something that we strive for every day with our clients here at Encore Caregivers.

They call with challenges. Their loved one can’t be left alone, or needs special care, ensured safety, a skilled, compassionate, watchful eye. So often, they call with shaky voices, concern, sometimes tearful. We focus on hearing them, understanding the ins and outs of their unique story and bringing them peace of mind.

Yes, from time to time there are rough spots. That’s life. We accept that, knowing that the way we guide each of those circumstances to a solution defines us. And, I think we get an A+ for nailing it.

The Inc. article ends this way:

“By the way, delight is maybe the most powerful thing you can do to generate loyalty among your customers. It doesn’t take much, but even little things like knowing your audience and responding accordingly can go a long way. Making someone smile is easily the best way to remind them why they became a loyal customer in the first place. When you look for ways to delight them, even when something didn’t go right, you can’t go wrong.”

When was the last time you met professionals who delighted you? Breaking news: We’ve got an office full of them! And, that makes me smile!