Customer Service Opportunities Win Customers for Life
As a motivational customer service speaker, I’ve based keynote speeches on important lessons I first learned in the insurance and financial services industry, and later as a co-owner of an international export company. Customer service means we must always be prepared to go above and beyond the call of duty.
When I was in export sales, my company sold a container-load of a custom-blended fertilizer to a client in Singapore. When the product arrived, it was as hard as concrete, unusable. To save the relationship, we modified the product and shipped them another container load. No one expected us to do it. We lost money at first, but we impressed the client and kept what turned out to be a long-term client relationship.
When it comes to separating yourself from the competition, you must have the vision to see yourself delivering quality customer service and the grit to discipline yourself to customer service excellence.
An Amazing Experience in Dallas
Opportunities to deliver excellent customer service are everywhere. My next keynote speaking engagement may include the following true story.
Not long ago, I was honored to speak at two events at the Grand Old Opry Convention Center in Nashville. Following the second talk, my voice started to crack and it felt as though I was coming down with a chest cold. For a keynote speaker, losing your voice is catastrophic!
I had to catch a plane to Dallas that afternoon to speak at a huge conference the next day. By the time I exited the airport my voice was completely gone (“Oh, great, I’m going to stand-up 1,000 people!”). I used the ride-sharing app and the driver quickly picked me up. I wrote on my iPhone:
“Help! I lost my voice. Can you please take me to an urgent care center near my hotel?”
The hotel was about 30 miles away. It was just the start of an amazing adventure.
As he’s driving, he asked if I was sick. I nodded my head.
“Please sir, let me take care of you. I know what it feels like to get sick in a town where you don’t know anyone.”
He turned off the ride sharing system, so he went “off the grid,” so to speak. He found an urgent care center, then parked, and waited for me. I was diagnosed with a respiratory disorder and given a prescription. He then drove me another five miles to a pharmacy that had groceries. He asked me what I needed in addition to the medicine, then he went around the store and got me snacks plus salt for gargling, honey and tea.
He drove me to my hotel, parked the car, and helped me check in. He took me up to my room and carried my bags. On my iPhone I wrote, “From the bottom of my heart I want to say thank you, for your kindness.”
I carry a $100 bill in my pocket for emergencies. He refused to take it! I whispered, “I know you did this out of the courtesy of your heart, but I’m in a position to pay. I want to respect you for your time. Please don’t be insult me by refusing. I would feel terrible.”
He finally took it and gave me his personal number. He said if I needed any assistance whatsoever while I was there to please let him know.
He was originally not from this country. He wasn’t rich, but he was determined to give me what he had to give: himself. It is the essence of customer service. We don’t give customers our company mottos, or promotional pens, we give them ourselves.
I will never forget how he made me feel. You’d better believe that if I am ever in a position to help him, I will.
He sold me on himself.
Book Scott Burrows, Motivational Customer Service Speaker through this website or by calling: (520) 548-1169