06Nov Create Customer Delight? I Do! A Lovely Story Of Customer Service
Customer delight often comes from spotting and responding quickly to a customer’s problem and solving that problem. Here’s a lovely story of someone who exceeded expectations by solving somebody’s problem who wasn’t a even a customer!
Your wedding day is supposed to be a special day full of great experiences and wonderful memories. Can you imagine, having done all the hard work and careful preparation for your ‘special day’ with the venue looking great, the flowers are in place and all your guests are having a gorgeous day…. and, oh no, your photographer hasn’t shown up!
That happened to Heather Koehler and her now husband Matt just 5 minutes before she set off down the aisle! Obviously disappointed, the Michigan couple were forced to go through their ceremony and reception without a single professional photo being taken.
When photographer Dana Gruszynski read about the mishap on Facebook the next day, she responded and offered the Koehlers a free stylized photo shoot to at least mark the day. Now, that’s a lovely thing to do! What happened next really is a great example of ‘going the extra mile’.
Dana then started to track down the bridesmaids, grooms and family wedding guests and painstakingly inspected Facebook photos from the wedding noting the smallest of details. She then recreated the Koehlers’ wedding day — right down to the music, the bouquets and the icing on the cake!
The couple arrived for what they thought was their personal photo shoot to be greeted by all their bridesmaids, grooms, family and friends — all ready for wedding ‘take 2’ and a full set of photos to go with it!
Here’s what she thought about it…..
It’s a wonderful example of ‘exceeding customer expectations’ and demonstrates all 6 Ingredients Of Customer Delight:
- It produces a wow reaction!
- It’s spontaneous or unexpected!
- It’s the personal touch!
- It makes the customer feel valued!
- It’s genuine… and…
- It creates a ‘talking point’!
When it comes to customer delight, how good are you and your people at saying ‘I Do’? How good are you and they at spotting, reacting to, and ‘fixing’ customer (or potential customer) problems? It’s a great way of reinforcing, and starting customer relationships and it’s a wonderful way of getting people to tell others about you too. Dana got absolutely loads and loads of publicity as a result of her action!
Creating Delighted And Devoted Customers is Characteristic #3 of The 7 Characteristics Of Dramatically And Demonstrably Different Businesses and for more tips and techniques on delighting customers, Here’s a free e-book on Customer Delight you might find useful!