Recently saw the following on my friend, Certified Go-Giver Coach Linda Murnane Ryan‘s Facebook page.
Awesome Customer Service just now from Staples. Received my order and wanted to return the headphones ($20) because they didn’t work with my phone. The nice lady said “I just credited your account $21.39, but rather than send a driver to pick them up, we ask that you kindly donate them to a child or a charity that could use them.” How great is that?!
Great, indeed! What a terrific example of an awesome company!
Sure, these types of examples are written about often. Mark Sanborn would refer to the customer service rep as a “Fred.” Joe Calloway would say they are being the best at what matters most. Dondi Scumaci would see this as a team built on commitment as opposed to compliance. Scott McKain would site that as an example of how a company can Create Distinction. And, of course, a master on the very topic of customer service, Shep Hyken, would consider it to be part of The Amazement Revolution.
And, you know what? … They’d all be correct.
Here is the key, and something with which I believe we would all agree:
It’s simply who they are. And, because it’s who they are, it’s what they do!
And, that is just one reason why Staples is so special, and so successful.
In other words, it wasn’t about the customer service or the WOW experience. The customer service and Wow experience is simply a part of…them.
And that defines their greatness.