Boston & Beyond
Subscribe
Sign up for email updates on new blog posts.
Server Snapshots
Support Server Not Servant
To encourage more blog posts, and expedite the publication of the Server Not Servant book, please consider a (non-deductible) contribution. Thank you.
The Book
Search
Archives
Charged Up
By: Patrick Maguire
Book Chapter: Human-to-Human Service
Posted: 11/17/2011
I recently walked into a Verizon store on Boylston Street in Boston, my cellphone moments away from running out of juice. With important issues to attend to throughout the afternoon, I needed my phone. At the service counter, I asked CSR Michael Onessimo, if they sold used chargers, with the idea of going to the library across the street to charge up the phone.
Michael explained that they sold only new chargers. Since I already had 2 chargers at home, I had to weigh wasting 30 bucks for a third charger vs. having a juiced up phone for an afternoon of important stuff I had to deal with.
And then came a breakthrough moment that turns a customer into an ambassador.
“Do you have any errands to run in the neighborhood?”, Michael asked.
“Excuse me?” I replied.
“Well, if you have some time, I can put your phone on our charger out back for while, and it will be charged up for the afternoon”, Michael offered.
Perfect! I handed over my phone and told him I’d grab a cup of tea down the street.
When I returned to pick up my phone, I asked for the store manager. Jennifer Baker wasn’t working that day, so I called her later to compliment Michael for helping me out and saving me 30 dollars. I was grateful that he took the initiative to provide a solution that I hadn’t even thought of.
As is often the case, Jennifer told me that customers rarely called with praise for good service and that she had goosebumps listening to me describe Michael’s work. She said that she and her colleagues at Verizon were working hard to nurture a culture of thoughtful, proactive service and hospitality.
As I have stated before; Great service is execution, great hospitality is a mindset, an awareness, and a culture focused on making meaningful and memorable connections with customers.
Thank you, Michael and Jennifer. It’s working!
I love having the reason to make those phone calls.
Have you had any breakthrough moments as a customer that you’d like to share? Who are the outstanding service industry employees you’d like to recognize?
6 Responses to “Charged Up”
Leave a Reply
Permalink | Posted in Human-to-Human Service | 6 Comments »
The first thing that came to my mind was the selfless actions of Curtiss Clemens, Sr., (Wethersfield, CT) the realtor who represented the seller of our new restaurant. At first, his office was very aggressive with regard to our negotiations — as he should be as a sales rep with his client’s interest at heart. However, the day of the closing, we’d jumped through all the hoops and finally had the title deed and the keys to the front door in our hands, and that’s when his sincere interest in helping others shone through.
Now, Curtiss is a very, very busy man who’s deeply involved in his community. His days beyond his sales and management activities are filled with commitments to community charities and the like (I think he’s on his local Board of Education, as well).
The day of the closing, he couldn’t be there because he had some sort of pressing appointment. After the closing, he was on his way to the golf course.
We phoned his office because even though we had the door key, we didn’t have the key to the padlock which closes the gate to the front patio, inside which the door sits. I was all ready to vault over the gate, but called his office just in case they had the padlock key there, or could locate the seller (who was probably having a celebration of her own).
Curtiss called me back immediately. Not one of his many staffers; Curtiss himself. He’d excused himself from his golf foursome and had gotten the key. He was there in 20 minutes. Suffice it to say that our purchase was small potatoes (he lists commercial buildings worth many millions). But he saw fit to expedite our access to the building on our wonderful day — our first day of ownership of the new place.
He could’ve simply had someone instruct us to have a locksmith address the problem. But he came through. Rest assured that we mention his name whenever anyone mentions “real estate.”
Your story about Verizon changed my mind about the company. I’ve had a whole lot of trouble with AT&T, even though I’m eligible for a higher-tier, “small business elite” level of care. It’s just a bunch of bull, and they never communicate the same response over various customer service contacts. The only way I can get their attention is to let the bill lapse for a month or so — only then do I rapidly receive help from a real human being.
Some customer service organizations actually discourage their CSRs from going above and beyond — often they cite liability as being the reason (what if your phone had become damaged or malfunctioned while in their hands?) But I think that taking the small risk was definitely worth it in this case.
Finally, sometimes getting great service like this requires the customer to be part of the equation. Patrick, I know that you’re a polite, thoughtful person so obviously Michael at Verizon sensed that and therefore extended his hand in service. I’ve been out to dinner with friends, at restaurants they frequent, and they’ve wondered aloud why I receive such great service. Often it’s because on previous visits I’ve tipped well, but just as often it’s because I use “please” and “thank you.” It’s astounding to me how infrequently some people use those words with people who serve them. And, sadly, because of this, the rare time someone actually engages in good behavior is refreshing and delightful for the server.
When people merely say please and thank you to me, it places them much higher on my list of priorities when many customers are vying for my attention. And yes — the customer is almost always right, but that doesn’t mean they need to all be *first!*
Patrick, please do keep giving us good news!
I’m a customer service nerd. I’ve never had an experience so bad that I’ve felt the need to ask for a manager or write a letter, but I do when I have great service. I figure that it’s tough enough to work in a service job and any kind of recognition helps keep the motivation alive. I’d love to see it (and the use of “please and “thank you”) become a trend!
Great story! I wonder what the parallel story(s) would be in soup kitchens, homeless camps, Oncology Units, ER’s, etc.? At NIU in 1980 I made a day visit to the Catholic Newman Center. The only other person in the church was a young gal…sobbing. I went to leave and realized I couldn’t walk away. We sat and talked for a while. Follow your heart and step-up! My dad was a hero with “stepping-up!” I miss him.
I was visiting Hampton Beach off-season with my husband and inlaws- I had the only smartphone with gps and maps and stuff, and no car charger. After the day, my phone was “sucking fumes” from the constant usage so we wouldn’t get lost. I had a charger, but it had to be plugged into a wall. We had dinner at a 50’s style diner and I asked If I could plug my phone in somewhere. The servers graciously and matter-of-factly took my phone and charger and plugged it into a socket away from the food/drink prep area, saying, this is where we charge our phones. You don’t want to plug it in over there, it’ll get gunky. We’ll remind you before you leave and keep an eye on it in the meantime. Go enjoy your dinner! Thanks to those ladies for taking care of business, also because they chased me into the parking lot with my phone and charger because I had forgotten! Gracious and helpful, sweet and memorable.
Exhausted after a 12 hr work day… and one day late in picking up a prescription refill at CVS.. I joined the folks in line awaiting theirs. When I looked over to my right side and saw the poinsettia plants (artificial) all neatly lined up .. I turned to the gal behind me and kind of smurked sharing my amazement that the holidays are once again upon us… already.. Ugh!! I felt .. thinking of looong work days, long retail lines, lots of stress, driving in the ice and snow….but all the while I was watching and listening to the loveliest and sweetest woman assist the gentleman in front of me… she had the kindest smile, warm and caring demeanor, swift and efficient actions and was just damn wonderful!! KARMA/KARMA!!!! Visions of sugarplums…. Script in hand and a spring in my step..God I thought..as a CSR myself..I had better ‘step it up’ cuz WOW… what a difference it makes!!!
I am just now getting around to catching up on my SNS reading (sorry) but had to respond here.
Many moons ago when I was about 40 pounds heavier, I was shopping at Lane Bryant and encountered one of the most helpful CSR I have ever come across. Her name escapes me as it was some years back but I wanted to tell her store manager how much I appreciated her efforts.
When I called and got the manager on the line, I could actually hear her bracing for what she thought would be a barrage of complaints. Once I started explaining how pleased I was with the service provided to me, she sighed and thanked me profusely for calling with praise.
Good customer service needs to be rewarded just as often as bad customer service needs to be chastised.