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March 6, 2018

Customer Service Excellence: A Real-World Lesson

I had a memorable customer service experience last week… from a company I didn’t think was capable of it.

Our firm’s email is based on the Gmail platform. On Friday, I received my monthly email invoice from Google and noticed what I thought was a discrepancy. So, I decided to send an email to Google Support to see if they could provide an answer.

I sent an email using their support system and within a couple of minutes, received the robo-response, “This is an automated email from Google Cloud Support. Case #15164139 has been created or updated.” Kinda what I thought would happen… maybe I’ll hear back from the goliath in 3 or 4 days.

And here’s where the story gets interesting. Scratch that… here’s where the story gets remarkable!

I didn’t have to wait 3-4 days for an email response. In fact, in less than 45 minutes (yes… 45 minutes!), I received a phone call from Google Support! Let me repeat that – ‘I received a phone call.’ I missed the call, but the Customer Service Rep (Debra!) left a message explaining the discrepancy. Then, she followed up by sending an email, re-explaining the issue and even offering to set up a follow-up call if I had additional questions.

Are you kidding me?

Honestly, an email response explaining the problem would have been fine… but to reach out to me by telephone was remarkable and completely unexpected. And in less than an hour! A multi-billion-dollar company with almost 75,000 employees… and they take the time to call even-their-smallest clients. Wow!

There’s a lesson there. And I think it’s a pretty simple one. Simple, but not easy.

First, be committed to customer service excellence. Be willing to invest in it – to hire, to train and to deliver on it. Do the unexpected. Go ‘above and beyond’ to create a truly memorable customer service experience, especially if it’s in response to a problem the client is having.

And second, ALL clients matter. Regardless of their size. And while you can’t treat your small clients exactly the same way you treat your big ones, you still need to take really good care of them. Because you never know when that small one might grow into a big one.

Or when they might write a blog post extolling the virtues of your amazing customer service!

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