Merge

 I was walking by Hyman's Seafood on Meeting Street in Charleston around lunch and it reminded me of their "Raving Fan" philosophy and made me think of experiences I have had where a company went above and beyond.  Two immediately came to mind, one from a while back, and one from yesterday actually. 

The first incredible experience was with DirecTV.  I don't even remember why I had to call at this point because their response was so overwhelming it basically made me forget there was ever an issue.  At the end of the call, the gentleman says "I'm sorry for the inconvenience, how 'bout we throw in HBO for free for 6 months." 

What?  Really?  I told him it wasn't that big of a deal, he said it was and that's what he thought would make it right.  Sweet, finally get to see what Sunday night on HBO is all about. Sadly, I had to leave DirecTV when we moved. Apparently I bought a house in some random small pocket of Simpsonville controlled by our favorite media monopoly (figures).  Now when I have an issue I get upsold at the end of the call for services I dumped two weeks earlier.  (Pretty sure this blog will get read and my cable will be out when I get home).

The second example happened yesterday at the Staples at McBee Station.  I had gotten a presentation bound early that morning, only to find a lone typo.  What to do?  I headed back to Staples, told the nice young lady, who then knocked out another one in about 30 seconds. 

She then took the extra step and said "this one's on us." 

I told her that wasn't necessary, and she said, "don't worry about it, it had a mistake in it." 

To which I replied,"yeah, mine." 

"It happens," she said.

I don't go for office supplies often, but when in need I'll hunt down a Staples for the $1.48 gesture they threw my way.  

We'd love to hear about your great customer experiences and how someone went the extra mile to make you a raving fan, so sound off. 

Bottom Line:  Get creative for your clients and not only will you keep them, they'll gladly throw business your way.