“Being on par in terms of price and quality only gets you into the game.
Service wins the game.”
Ordered some computer equipment off the internet last week, the company confirmed the order within an hour and then sent a further e-mail the next day to confirm the order had been dispatched for delivery. It arrived a week later, with the delivery company involved trying to deliver it on 3 occasions. The first time I wasn’t in as I didn’t know it was due on that particular day. However their card said they would re-deliver the next day. They couldn’t guarantee a time so I stayed in all day. They didn’t appear, so I tried calling the number on the card. All I got was an automated service that sent me round the houses before they decided to tell me to try again later and hung up on me.
The next day I was out and lo and behold they tried to deliver the package again. The card again said they would try the next day, waited in again….. they didn’t turn up again. Still no way of speaking to anyone in the company, so expected the package to go back to the company I had ordered it from. Instead it turned up at 9am this morning.
Three attempts to deliver the order then. How much time, energy, fuel and frustration could they have saved by one simple phone call?
A shame for the company that I ordered the equipment from originally, as their choice of delivery company is tarnishing the efficient image they project up until the point the order leaves their premises.
Compare this to the service provided by Scotts in London. Went for a meal there last weekend. I ordered the sea bass as my main course. It was ok, it was a bit drier than I expected but I ate it all so it couldn’t have been that bad! When the waiter came to clear the table I was asked what I thought of the meal, so I told him I thought it was a bit average as the sea bass was a little dry but not the end of the world.
On the way to the kitchen the waiter stopped to have a word with the Maitre’d, who then came over to apologise and to ask me why I hadn’t said something to him earlier so he could have done something about the meal. I again repeated that it was ok, it clearly wasn’t that much of a problem as I had eaten everything, I just felt the fish had been a little dry. The Maitre’d apologised again and I thought that was the end of the matter and ordered a dessert and coffee.
When we asked for the bill, we were told that we wouldn’t be charged for our desserts, in light of my experience of the main course. I wasn’t expecting this and certainly hadn’t asked for a discount, so well done Scotts. Great service and a terrific example of going the extra mile!
Look after your customers and they will not only come back again, but will also tell friends and family about you as well.