We rarely get two customer service stories from the same person, but Rick Henderson—a QBQ! reader—sent us these. I feel compelled to share them since they are so QBQ!-esque!
John, I’ve had two recent experiences that I can tie to Chapter One of the QBQ! book where the server brought you a Diet Coke even though his chain doesn’t carry Coke products.
One was with Samuel Hubbard, a shoe manufacturer, and the other with Greenworks, a manufacturer of battery-operated tools and yard equipment. Enjoy!
Samuel Hubbard
I had a pair of Samuel Hubbard shoes that I needed re-soled (for the third time). I wear them constantly! I called the manufacturer because the local factory-approved vendor was no longer available. When I spoke to the representative, Ellen, she was very helpful. I explained how much I loved my shoes and that I had received numerous compliments over the years. I asked her who services their shoes, and she gave me the information.
However, as our conversation continued, she suddenly said, “Why don’t I just send you a new pair at no charge?” I was shocked. It was apparent that the company empowered its customer service team to go above and beyond. And, yes, I still sent my other pair in to be re-soled!
Greenworks Tools
I purchased a lawn mower at Costco made by Greenworks. The self-propelled mechanism began to lock up. When I contacted Greenworks, they provided me with service options in my area. After several attempts to contact the service provider closest to me, I contacted the headquarters again. Apologizing, the rep offered me a replacement mower that was twice the price and more robust than what I’d bought at Costco! They didn’t even want my old mower back. Again, an empowered customer service team.
The bottom line, John, is I’m now a Samuel Hubbard and Greenworks customer for life!
“Customer for life.” What provider doesn’t love hearing those words? And all it required was someone choosing to go the extra mile. 👏🏻
Can people in your organization make decisions like these?
Do you have a QBQ!-esque service story to share? If so, please do right here!
2 Responses
Mr. Miller,
I have followed you and your work for years. I have been in supervisory and management roles in law enforcement for various agencies in Orange County Los Angeles County, Riverside County, and San Bernardino County including universities and tribal reservations, and I have used your books to get my staff engaged. I want to thank you for everything you have shared with us!
As the generations have changed in the workplace and the Administration has continued to remain out of touch with our reality, how do people like myself keep our expectations real and share our passion with those who report to us without losing ourselves in the struggles?
Thank you again for being such a positive influence to leaders who are always looking for reassurance and direction from people like you!
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Janet, thank you for your comment! And for your longtime loyalty to QBQ! It’s so worth it, isn’t it? Your question is a good one, and reflects to your heart. I would suggest basically turn that question into a QBQ: HOW can I keep my expectations real, AND share my passion with those around me? Healthy boundaries are essential. Sharing your passion–ideas and truths that have helped you in life–should never stop! Continue to strive to practice accountability, share when you can, and remember, it’s really all about the individual. As much as we want EVERYone to do it too!