 Flexibility
Slakes a Thirst
Graham
Harvey, author of Seducing the Vigilante Customer, told
me this story of a general store owner who followed
government policy ‘creatively’ to solve
a problem, close a sale and create a satisfied, repeat
customer.
‘We arrived on a Sunday morning after a long flight
and decided a nice cold beer would be in order. The
only problem was, beer was not available for sale on
Sundays, even though it was on the shelves at the local
general store.
‘The solution? We combined ingenuity, flexibility
(and thirst!) with friendly customer service.
‘“Would it be okay if we took the beer now,
but paid for it tomorrow (Monday)?”, we asked.
‘The store owner thought, and smiled. Problem
solved.’
Graham continued, ‘As we were staying in self-contained
apartments nearby, this was the first of many purchases
made at the same store during the week. Result? Happy
customers, and healthy profits.’
Key Learning Point
Flexibility is a
virtue in dance, life and service. Bending the rules is
not the same as breaking them. When people are willing
to serve, policies can often be `adjusted'.
Action Steps
Where can you bend
the rules on your customer's behalf without breaking important
regulations? Discuss this with your staff, then empower
them to act with creativity, flexibility and authority.
Next Article in Customer Service Partners >>
Credibility Comes from the Customer
First Article in Customer Service Perception Points >>
You Have Leverage. Use it
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