How far are you willing to go to help your customers get what they want?
Zappos will check other retailers for a customer if the merchandise is out of stock and refer them to a competitor. You can be sure that customer will come back to Zappos again and tell all her friends, because Zappos always makes sure she gets what she needs.
In Quest for the Best, Stanley Marcus, the former chairman of Neiman Marcus, descrbes an encounter with a customer he ran into at the symphony: The customer told Marcus that his pipe stem broke, but that Neiman Marcus was not getting anymore for 3 months. The next day Marcus called the buyer, found out that was untrue. When the man got to his office, he found a message that Neiman Marcus was delivering a replacement by noon.
A month later the man purchased a $50,000 diamond ring.
Exceeding customers’ expectations by delivering great service reaps great rewards.
How far do you go to meet and exceed your customers’ needs?
Tags: Business · customer service · Neiman Marcus · stanley marcus · ZapposNo Comments
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