I’ve written about good customer service in the past, highlighting my excellent experience with L.L. Bean. I’ve postulated that quality customer service is actually free, because the incremental sales more than make up for “excessive” talk time and refunds/credits granted by your customer service representatives.
Here’s a trivially-observed example of what lousy customer service will cost you. In this example, from Verizon, it’s a minimum of $100.
Our products are guaranteed to give 100% satisfaction in every way. Return anything purchased from us at any time if it proves otherwise. We do not want you to have anything from L.L. Bean that is not completely satisfactory.
Unlike a lot of companies, L.L. Bean really lives by their guarantee.
I’m not normally one to carry on about my experiences with fast casual dining establishments, even though we frequent them as a by-product of having two children who are connoisseurs of the category. The food quality can be variable, as can the staff attention to the customers.
But that’s all changed after Saturday’s experience at Famous Dave’s restaurant, where I had a terrific customer experience which doubled as a strong CRM effort on the part of the chain.
My wife and I had the luxury of a few minutes without the kids and, while driving by the restaurant, decided we should stop for lunch. We’d never been to the restaurant, although we’ve driven past the place every weekend for the past several years.
On entry, we were greeted by a smiling young man who welcomed us and held the door. His co-worker, equally welcoming, promptly seated us and informed us that our server would be with us shortly.
The CRM magic started when Chris came by our booth.