Every now and then you have an experience totally out of the blue and unexpected.
Sunday I accidentally dropped my 6 month old iPad – ping, bam thud – spider cracks all over it. Well, it still functioned normally as long as I was very careful not to tap or swipe on the tiny loose cracks and I was able to make sure iCloud had backed up and “imaged” all my data. Whether the Apple Angel was looking over me or this was a testament to the reliability of their products I was pretty amazed it still worked.
Even more amazing was three days later, when I walked into Best Buy on Torrence Ave in Chicago. I whipped out my receipt and 1 yr. warranty expecting a big hassle and getting the “heisman”. Well, I was totally surprised. A quick entry into their register of my warranty ID number and my information popped up.
Best Buy to the Rescue?
My warranty calls for Geek Squad repair in Minnesota, which would have taken no less than three weeks to turn around. Mari (real name) in customer service, without any prodding on my part, said I think I can just get this replaced. After a quick check with her supervisor she returned and said go pick out another brand new iPad, let me make a note of the serial number and you’ll be on your way. That’s exactly what happened – the whole incident took less than fifteen minutes.
I know we are hearing about situations like this more and more these days. Here’s what’s incredible. Less than two plus years ago this incident and response probably wouldn’t have happened – not because it couldn’t but rather because the attention to customer service and corporate culture was only talked about and not exhibited as a standard on the job practice.
Personalized service beyond the expected has been discussed and written about more than ten years ago by one of my favorite marketing and customer service advocates and gurus, Harry Beckwith. Harry put it out there that if companies didn’t deliver service experiences beyond the expected in the most efficient manner possible, they would cease to exist, period! I can think of several businesses that have lived this model that are no longer with us. Good customers are important, they expect, they listen, they talk to others and they recommend – not just to their friends, but the world through Facebook, Twitter and other social media outlets.
So, Hubert Joly, here’s one for you and your people. Hopefully, Hubert gives a great big Best Buy Reward and shout out to Mari at the Torrence Ave. Chicago, Best Buy store.
Retailers take heed Christmas is just around the corner, make it a great day for your customers, and make it a great day for your business.
– Reed Oftain