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Exemplary Client Service: The Follow Up

Originally posted: December 17, 2009 on TrishMcFarlane.com



A couple weeks ago I wrote about an experience I had with an Einstein Bros. Bagel employee.  This was one of the best customer experiences I have ever had.  In that post, I explained that to me, great client service comes down to one thing:

Give more attention and care to the person  you’re serving  than he or she ever expects to receive

I also threw out a challenge for us all.  I wanted people to share stories of great client service they’ve given recently, or of great service they have received.  There is enough bad news in the world, so this is a way to focus on the positive.  Over the past two weeks, I’ve received several e-mails and calls with stories.  Today I heard one from my mother-in-law that I want to share.  She was inspired by the post.

Elaine is the nursing supervisor over the night shift at a hospital in California.  Recently, she was working and received a call from a woman in another town.  This woman needed to come to the hospital for medication that it was critical for her to have.  She had no car.  She had no money.

Elaine had printed my post about exemplary client service and had been carrying it around on her clipboard at work.  She reflected on the story and knew what she needed to do.  She told the woman that she would personally pay for a cab to come pick her up, bring her to the hospital, then take her home.  This ensured that the woman would not have any adverse reaction without her medication.  It also showed the woman that someone out there cared for her.  What a great example of how going out of your way for one person can really change things.  I am thrilled that she was inspired to do this.

What about you?  Do you have any stories of great customer service?  Please share them in the comments.  So tweet it and let’s see how many great customer service stories we can get!

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