"Sometimes; I wish I was smart... I wish I made cures for how people are..." -Boxcar Racer
Hello! I bet you might be thinking: "What is Chris trying to tell me with this quote?" I am simply making a case for trying to help people be better people than they are each day of their lives. What? Have I lost my mind? Am I totally shifting my focus from this blog's original subject matter, marketing, to some motivational blog? My friends, the answer is: "NO."
You and I both know that customer service is like chivalry today; it's almost dead, or is it? If you think you know the answer, just drop into a few businesses and evaluate the service you receive. Yes, you may find quality service by doing this activity; however, I'll bet when you actually do receive some kind service, you feel good inside. Don't companies know their job is to make you and me feel good inside? It seems like a lot of companies invest plenty of dinero in making you and me think, feel and want their offering through various advertising and promotional tactics. So, where is the actual service? My friend, I'll tell you a small story about an exceptional display of service I received yesterday.
The story begins like this... A client of mine needed five thousand custom printed brochures to be printed by November 20th. I placed the order with a printer, and mistakenly thought everything was find and dandy. I called two days before the delivery date, and discovered the job hadn't even made it to production! I was so ticked off... I couldn't believe I was told one thing and shown another. I cooled off, called the client, explained the situation, and promised to make good by offering some added services. Though I had the client's respect, I still had to complete the printing job.
I gave the printer another opportunity to redeem itself. I asked for the job to go to production and said that I needed the brochures printed by Friday, December 3rd. This conversation took place on Monday... I called Tuesday, and the job wasn't in production. I was definitely mad! I hopped on to the computer in search of another printer. I noticed a recent LinkedIn connection, known as Wonder Woman, had posted something like: "Pulp will do what it takes to get your printing business..." Now, I'm not sure if this was the exact post, but you get the idea. I contacted the Pulp representative, Wonder Woman, via LinkedIn, and sent her a message describing what I needed and when I needed it... Guess what! I received a response and had a quote that guaranteed printing by Friday before the work day ended. I was stoked!
My friend, I placed this printing job on Tuesday of this week with Pulp, and today, my client will be smiling around 3ish this afternoon. I received a phone call on Thursday from Wonder Woman. The call was to inform me that my five thousand custom printed brochures were ready! What? Do I need to repeat that a moment? My job was finished in forty-eight hours, over-nighted to my client by Pulp, and this afternoon I will receive a phone call saying something like, "They're here, Chris... Thank you!"
Pulp completely understands customer service. My friend, I hope that today's story inspires you to go beyond your customer's expectations, and blow their mind away with EXCELLENT customer service. Pulp will have my business for as long as I do this marketing consulting gig... I guarantee it! So, what are you waiting for? Go blow someone's mind by offering them service like they deserve, and have their business for as long as you can handle it!
Go find yourself, and be great...
Your friend,
Chris Teague- I'm that marketing guy that has your back!
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