Readers of the QBQ! book have sent us many great customer service stories. They do this when they experience a moment that brings them right back to the book’s content, specifically Chapter One titled, “A Picture of Personal Accountability.” This is where Jacob, my server at the Rockbottom Restaurant, sent his manager to grab me a Diet Coke from a nearby grocery store. I was more than delighted!
Meanwhile, here is the most recent story to come to us. Enjoy!
John, I wanted to relay a great QBQ! story to you —
Maxine and I went on a European river cruise through a company called Uniworld. Each night, a card was left in our stateroom asking how they performed that day, what was good and what needed improvement.
Well, my wife and one of our traveling companions are “committed” Diet Dr. Pepper drinkers. So Maxine wrote on one of those cards how nice it would be if the ship carried Diet Dr. Pepper.
The next evening at dinner (and every night for the balance of the cruise) the man in charge of the restaurant came to our table and put glasses of Diet Dr. Pepper in front of our Dr. Pepper fans. We were shocked! When we asked where they got it, he said at a stop in a small French city. There they found some cans at a local store.
Now that is QBQ! customer service!
Dave T., Toshiba America Business Solutions, Toner Products Division
Great story, Dave! Thanks for sending it to us.
People who go the extra mile.
Nothing new about that, of course. Yet, it’s still rare enough to cause an experienced business and world-traveling guy like Dave to be delighted — just as I was at the Rockbottom that day.
The moral of these stories? Let’s delight our customers today!
Do you have a story to share?