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Customer Service That Delights and Delivers Loyal Customers

Written by: Leanne Hoagland-Smith

Article Overview: Customer satisfaction is no longer the case as many experts write. Yet, finding customer service that delights and delivers loyal customers is still quite illusive. Learn how two persons can deliver incredible success to any organization.

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Customer Service That Delights and Delivers Loyal Customers

This past week I had the incredible opportunity to experience first hand customer service that delighted and delivered loyal customers as well as just the opposite.

Delightful Customer Experience

Since I do a lot of traveling between my office and clients within the Chicago metropolitan area, I spend a lot of money at gas stations and hence I am always trying to save a few cents. At one Interstate intersection, there is one station that is convenient as it is on the same side of the street and an easy in-out. However, this station is always several cents to a dime more than the one on the other side of the overpass.

Time was short and so I stopped in this national gasoline store to purchase fuel. Before I left, I went to the convenience store to buy a soft drink. The dispenser was not functioning properly on my favorite diet soda so I took the other diet drink. When I went to pay for the drink, I nicely told the cashier, Toya, that the one dispenser was not working correctly. She immediately apologized, gave me my drink free and then handed me a card for another free drink at a later time. I told her that I was more than willing to pay for the cola, but she said No, because "the one I had wasn’t the one I wanted." Toya continued to express to me that my satisfaction is important because my patronage pays her salary and she wanted me to come back. Wow, does this lady understand the bottom line or what? I thanked her and walked to my car thinking that the couple of cents I pay more for this fuel was worth it.

Undelightful Customer Service
As I attend and speak at conferences, I was attempting to reserve a room at a national chain. Since the conference had just moved, I was a new person to this particular hotel. The reservation person that I spoke to was not physically located at the site even though the number was for this hotel's geographic location. After waiting several minutes, I finally reached a reservation's person. This lady was polite, but sounded like she was speaking to a dead fish. And,I was the dea fish! I had to repeat information to her several times before I could learn if any rooms were available. When room availability was confirmed, I asked physically if these rooms were away from the pipes and noise that I had heard several other of my colleagues had experienced during the last conference. She couldn't tell me that. I said I would think it over.

Immediately my finger dialed or rather pushed the phone number of the other national chain where I had stayed in the past. The Manager of the Hotel, Dennis, answered and quickly assured me that rooms were available. When I gave him my name, he remembered me and said he was glad that I was returning as a preferred customer. Since I was driving in, I asked him for a phone number of my favorite restaurant as I wanted to make a reservation during the drive. He quickly complied with my request and said he look forward to seeing me again. Again, his actions have created a loyal customer.

Both of these individuals, Toya and Dennis, understood the value of connecting with their customers and providing service that delights. Exceptional customer service does deliver loyal customers. Now the only challenge is to make sure that all of your employees are delighting and thus delivering loyal customers to your business.

Copyright 2005(c) Leanne Hoagland-Smith, www.processspecialist.com

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Home > Business-Coach > Leanne Hoagland-Smith > Customer Service That Delights and Delivers Loyal Customers
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About the Author: Leanne Hoagland-Smith
RSS for Leanne's articles - Visit Leanne's website

Executive consultant, sales coach and speaker, Leanne Hoagland-Smith, partners with innovative and crazy busy leaders who want to dramatically improve their team results. What this looks like differs for each firm and why a free strategy session is offered just by calling 219.759.5601 CDT USA to have a conversation about the results you are seeking. If you prefer you can forward a request to coach@processspecialist.com

Her book, Be the Red Jacket is a no-nonsense and quick read to help discover potential gaps that may be keeping you from your goal to increase sales. The forward is by Evan Carmichael of EvanCarmichael.com

Remember if you think you cannot or you think you can either way you are right. (Henry Ford). Sales Coaching Tip:  Change your thoughts; improve your results.

Click here to visit Leanne's website
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