Does your company have any raving fans?
Last week my husband and I ordered take out from one of our favorite sandwich places, Panera Bread. If you have one near you and have never visited, give it a try. Most Panera Bread stores have free wifi which is an added bonus if you want to browse the internet or get some work done while you munch.
When we got to the pick up counter, we decided to replenish our supply of Cinnamon Crunch Bagels (super yummy!) since we were running low at home. So as we checked out, we asked to have a baker’s dozen added to our order. No problem says the rep. They proceeded to prepare our bagels and check us out on the register. The clerk told us our total and we paid it.
Then when he was getting our take out order, he paused and said, “Wait a minute. Something’s not right here. Can I see your receipt?” After inspecting it he told us the system had rung up our bagels incorrectly and charged us $16.25 instead of $8.99 for the baker’s dozen. So we waited patiently for him to correct it. After about five minutes, he said thanks very much the bagels are on us. Sorry for the problem.
Yep. You read that right. We got all 13 bagels for free. We were shocked. We certainly didn’t expect him to do that.
He went over and above the standard of excellent customer service. That’s how easy it is to create raving fans in your business. Treat your customers in an unexpected fashion and they’ll return time and again. Plus they’ll tell other people about it just like I’m doing here. You can’t buy that kind of good will.
What about you? Have you experienced “raving fan” customer service? Tell me about it by leaving a comment.