Customer Service Done Right: 7 Unique Ways Companies Are Awing Customers


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The age-old techniques of customer service are changing, and businesses are taking some interesting measures to awe consumers. How does your company compare?
Read on to find out.
1. Respond to Social Media Requests—Literally
Customer service is traveling beyond business properties. Now, business owners and representatives have more feedback than ever before, and surprising customers with presence can be all-too-easy.
We don’t mean respond with words. If a customer requests something, show up with the item. Morton’s did exactly this when Peter Shankman tweeted, “Hey @Mortons – can you meet me at Newark airport with a porterhouse when I land in two hours? K, thanks. :).”
Morton’s delivered. Literally. A tuxedoed waiter met him when Shankman got off his flight, holding a bag packed with a porterhouse steak, shrimp, potatoes, and bread.
Talk about customer service.
2. Change the Name of Your Products
In 2011, a three-and-a-half-year-old sent a letter to Sainsbury’s supermarket asking why their Tiger Bread wasn’t named Giraffe Bread. After all, to any discerning viewer, the patches of color looked very much like a giraffe’s coat and nothing like a tiger’s.
To Lily Robinson’s (and her parents’) surprise, Sainsbury wrote back, claiming it was an excellent idea. The conversation went viral, and the supermarket decided to rename the bread in Lily’s honor.
Today, the bread is called Giraffe Bread.
3. Help Loyal Customers
#CupForBen became national news, especially when Tommee Tippee of Mayborn Group decided to manufacture the sippy cup especially for Ben.
Ben Carter suffers from extreme autism; as a result, he refuses to drink from any sippy cup except a specific make, an issue that has led to hospitalizations from dehydration. When those cups were discontinued, his family was at a loss.
However, when Ben’s father posted on social media for help, the company responded. In 2011, they made plans to repurpose a manufacturing plant to create 1,000 of the sippy cups Ben needed.
4. Go Beyond Employee Duties
In 2015, two Target employees gained national attention for an act of kindness that went above their job duties.
A teenage boy entered Target seeking a clip-on tie for ,a job interview. Instead, two Target employees taught the boy how to put on a real tie, give a proper handshake, and answer interview questions. A customer caught the interaction on her phone.
He was cheered on by Target employees as he left the store, and after his interview the teenager was hired.
5. Utilize Holidays for Something Special
A 9-year-old boy was disappointed when he couldn’t play his favorite game, Halo. He was facing a daunting transplant surgery, and his father reached out to Bungie Foundation, the game’s creator, to see if they had any ideas.
Instead of ideas, they sent Ben a card signed by the entire team and made him his own futuristic Halo helmet to show off to the nurses. It was a late Christmas gift hand-delivered by a company representative.
6. Show Your Humanity
Being a business doesn’t mean losing all empathy and emotions. In fact, it can mean just the opposite.
When online shoe store Zappos heard one of their customers was going to be shoe-less at a wedding because of a UPS error, they delivered the best man some footwear using free-of-charge overnight shipping.
The same company started a fundraiser pay for funerals of the Las Vegas shooting victims.
Sometimes, businesses forget the importance of listening to customers and using assets to aid the community. Not only can employers learn more, but they can reach out in ways that will leave lasting impressions.
7. Sometimes It’s Worth Coming to a Stop
In business, it’s all too easy to get caught up in deadlines and production requirements. Sometimes, however, even your customers can agree that coming to a stop is for the better good.
When Kerry Drake’s United Airlines flight was delayed, he broke into tears. He wouldn’t be able to make his connecting flight before it left, and that meant he might never be able to reach his dying mother in time to say goodbye.
After noticing Drake’s distress, a flight attendant relayed his circumstances to the captain, who called ahead to hold the connecting flight. Drake made it in time to see his mother and have one last rational conversation with her. She passed away the following morning.
Be the Business You’ve Always Wanted
Become the business you’ve always wanted, the one that always made you want to go back.
“Sometimes simply taking the time to discover what a customer really needs is the key to good service,” says a spokesperson from Ambient Edge, a small HVAC service provider. “It’s not about getting the job done. It’s about helping your customers in every way you can.”


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