Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves. ~ Steve Jobs
Customer experience has probably never been as important as it is now. With online marketplaces commoditizing the vast majority of products and services, it’s the customer’s experience – whether face to face or online – that dictates whether they will publicly praise or shame you.
I had some items to ship on Friday and headed to FedEx. They were awkwardly shaped, so I needed to get them boxed up. I’m terrible at these kind of tasks, thankfully Chris, the FedEx team member that helped me, was awesome. It was refreshing to see a young person take his job, and more importantly his responsibility, seriously. I decided to drop his boss a note.
It’s funny – I called back hours later to get the name of the manager and Chris answered – he’d been there all day at that point and still sounded as polite and professional as he did at 9am. I didn’t tell him I was writing this letter to his boss…I just asked for the manager’s name.
Just a note to tell you how impressed I was with a member of your team. I stopped in on Friday with two large items that needed boxed up and shipped and a young man named Chris did a fantastic job – from making sure that I got the right kind of boxes to guiding me through my shipment options. He took care of everything. His badge said that he was a trainee – I’m sure he’ll be moving up in no time. Please let him know that his professionalism and attention to customer service made an impression on me.
Keep up the good work,