I was reminiscing with my mother the other day about a Diner we used to go to after mass on Sundays.
We talked about how we’d always request one of Terry’s tables.
Why?
Because Terry cared more than the others!
Terry cared to remember that I liked to order the Turkey and Gravy even though it was 11:30 and it technically wasn’t available until noon. She cared enough to break the rules and get it for me anyway.
She cared to know that we all loved their bread so she made that available early and always sent us home with some too.
I could go on and on but the bottom line is that she cared more than the other waitresses and more specifically . . . the other waitresses at the other Diners.
Perhaps that’s why we drove 5 miles out of our way, paid more and more importantly . . .
Why we still speak of her and remember her by name 30 years since our last visit.
Don’t kid yourself into thinking this type of caring doesn’t scale.
Disney World did a damn good job of caring when each they noticed my daughter’s birthday button.
They did an awesome job of caring more when my son dropped his pizza on the floor or even in the random acts of kindness department when we were selected as “Family of The Day” and received free appetizers, glow cubes and speed passes.
And this type of stuff doesn’t just happen at Disney . . .
There’s even a story about a Zappos customer who ordered several pairs of shoes for his mother (who was very sick at the time) to try on. He ordered several pairs because Zappos has a very cool return policy so he figured he’d just return the ones that didn’t fit.
Unfortunately, his mother passed away and in his time of grief, he forgot to return the shoes within the time period they allow for returns.
When he explained the situation to a customer service agent, the agent not only made an exception, he cared more!
How?
By sending a bouquet of flowers along with a handwritten note.
When we analyze any relationship, doesn’t it all come down to a collection of moments?
If you were to really take an honest look at those moments, how would you rate yourself or your company as far as caring?
When you get done with that quick assessment, I would invite you to assemble your team and have a discussion about how you all can demonstrate a higher level of care . . . by caring more.
Just to be clear . . . caring doesn’t necessarily mean spending billions of dollars to demonstrate it.
And don’t worry about making this a priority. Your competitor probably doesn’t care about your customers more than you do.
Right?
If you’re ready to bring your skills up a notch please click here to find out how we can work together!
Paul, and caring feels sooo good too! Thank You. Great Points. Great article, as usual!
It certainly does Josie . . . great point!
Thank you!
It certainly does Josie . . . great point!
Thank you!
Thanks for sharing a great way to start this day!
Debbie
Thanks Debbie!
Thanks for sharing a great way to start this day!
Debbie
Paul, reminds me of the first time I experienced great customer service while I was in High School. Here’s the short form of the story…
My buddy got a job at a local mens clothing store… the owners taught him to keep track of customers preferences on a 3×5 card…so I was the first customer he kept info on… everytime a new shipment came in…he would call me and tell me how “cool” the item was… and of course he related it to how great the girls would like it too… talk about caring and tying the benefit together…
btw… I always bought something…gotta get those girls interested ya know
thanks again for another fun post…john
I bet your buddy made some serious cash with that type of system.
The best part is that it was win/win
Where the heck was this guy when I needed the girls to get interested 🙂
Thanks John!
Nice piece Paul!
This falls under the concept of “serve, don’t service,” your clients. And there IS a difference!
Virtually Yours –
Anne-Marie
I love that and agree that there is a huge difference.
Thanks Anne-Marie!
Excellent story. This is how you [stay] in business.
Very true Barb . . . Thanks!
Excellent story. This is how you [stay] in business.
Very true Barb . . . Thanks!
Most excellent. I think we can all come up with the “Terrys” we have encountered in our daily lives. It truly makes a difference!
It sure does Susan . . . now if we can all be like “Terry” then we’ll certainly bring our game up a notch or three.
Thanks Susan!
Lovely story and applicable in all situations.
Thanks Elizabeth!
Lovely story and applicable in all situations.
So true! Hope you don’t mind if I share this when I do my “Appreciation Marketing” talks. This rocks!! Always learn so much from you…thanks for sharing your awesomeness with us!!
I don’t mind at all Julie and really appreciate you passing this along to your team!
Thanks!
So true! Hope you don’t mind if I share this when I do my “Appreciation Marketing” talks. This rocks!! Always learn so much from you…thanks for sharing your awesomeness with us!!
I don’t mind at all Julie and really appreciate you passing this along to your team!
Thanks!
Fabulous article Paul. Many years ago, we used to frequent the local Swiss Chalet once a week. In those days, my desert of choice was a piece of coconut cream pie, only I like mine nice and cold. After a couple of visits, our regular server came to know this and would automatically put one in the fridge as soon as we sat down, and would deliver it as soon as I finished my meal. Her tips greatly exceeded the standard 15%.
I have this sudden urge for ice cold coconut cream pie Anthony 🙂
This story really supports the whole point of caring more!
Thanks!
I have this sudden urge for ice cold coconut cream pie Anthony 🙂
This story really supports the whole point of caring more!
Thanks!
Paul, you have shared a most poignant story that carries through at every level from perfect graphic to each detail. One of the best gifts bestowed upon me … I met my piano teacher at age 7 while at my parents’ diner. She gave of herself endlessly and her lavender eyes sparkled. I pass on that giving and kindness each day.
Great post Paul. Caring sets you apart from the competition and it doesn’t cost you anything. You’re missing a huge opportunity if you’re not.