10 Customer Service Stories That Will Inspire You to Go Above and Beyond
Customer service is more important today than ever before. With the rise of social media and online reviews, a bad customer experience can quickly go viral and damage a company's reputation. On the other hand, a great customer experience can lead to loyal customers and positive word-of-mouth marketing. In this article, we'll share 10 customer service stories that will inspire you to go above and beyond for your customers.
🌟 Story 1: Disney's Executive Chef Saves the Day
In Kevin Brown's book "The Hero Effect," he shares a story about a family's trip to Disneyland. The family's son, who is autistic, falls in love with the Disney stories and wants to try the apple pancakes at the park. However, when they go to a restaurant, the waitress has a terrible attitude and refuses to make the pancakes. The family is disappointed, but the executive chef overhears the conversation and decides to make the pancakes himself. He even goes to the store to buy the ingredients. The family is thrilled and the chef's actions lead to a lifetime of loyalty to Disney.
🌟 Story 2: Lego Goes Above and Beyond for a Young Fan
When 7-year-old Luca Apps lost his Ninjago Lego set, he wrote a letter to Lego asking for a replacement. Not only did Lego send him a new set, but they also included a personalized letter from Sensei Wu and a bad guy for his Ninjago to fight. The story went viral and Lego's reputation for great customer service was solidified.
🌟 Story 3: Nordstrom's Unbelievable Return Policy
In the 1970s, a man walked into a Nordstrom's store with two tires and asked for a refund. Nordstrom's, which had recently bought a tire store in Alaska, decided to honor the request and gave the man a refund. The story has been told for over 50 years and has become a symbol of Nordstrom's commitment to great customer service.
🌟 Story 4: Morton's Steakhouse Delivers a Steak to a Customer at the Airport
When Peter Shankman tweeted that he would love a steak from Morton's Steakhouse upon his arrival at the airport, he never expected them to actually deliver it to him. But that's exactly what happened. Morton's Steakhouse went above and beyond to deliver a steak to Shankman at the airport, and the story went viral.
🌟 Story 5: Amazon Replaces a Stolen PlayStation
When a man's PlayStation was stolen from his doorstep, he called Amazon to report the theft. Amazon not only refunded his money, but they also sent him a new PlayStation in time for Christmas. The man was thrilled and shared his story on social media, leading to positive publicity for Amazon.
🌟 Story 6: Ritz Carlton Goes the Extra Mile for a Young Guest
When a family's young son left his stuffed giraffe at a Ritz Carlton hotel, the staff went above and beyond to make sure the giraffe was returned to him. They took pictures of the giraffe by the pool and in the spa, and even created a small booklet for the boy to remember his stay. The family was touched by the gesture and became lifelong fans of the Ritz Carlton.
🌟 Story 7: Starbucks Employee Learns Sign Language to Communicate with a Deaf Customer
When a Starbucks employee noticed that one of her regular customers was deaf, she decided to learn sign language to communicate with him. The customer was touched by the gesture and shared his story on social media, leading to positive publicity for Starbucks.
🌟 Story 8: Wendy's Employee Uses an Umbrella to Help an Elderly Customer
When an elderly customer was leaving Wendy's in the rain, an employee used an umbrella to help him to his car. The small gesture was noticed by another customer, who shared the story on social media, leading to positive publicity for Wendy's.
🌟 Story 9: Target Employee Helps a Young Job Seeker Look His Best
When a young job seeker came into Target wearing a shirt and tie, an employee went above and beyond to help him look his best for his job interview. The employee helped the young man pick out a suit and tie, and even gave him a pep talk. The young man got the job and became a loyal Target customer.
🌟 Story 10: Trader Joe's Employee Delivers Groceries to an Elderly Customer
When an elderly man was snowed in and couldn't get to the grocery store, his daughter called Trader Joe's to see if they could deliver groceries to him. The employee not only delivered the groceries, but did so within 30 minutes and refused to accept payment. The family was touched by the gesture and became lifelong fans of Trader Joe's.
Pros and Cons of Going Above and Beyond for Customers
Going above and beyond for customers can lead to loyal customers, positive word-of-mouth marketing, and increased revenue. However, it can also be time-consuming and costly. Companies need to weigh the pros and cons and decide if the benefits outweigh the costs.
Highlights
- Great customer service can lead to loyal customers and positive word-of-mouth marketing.
- Going above and beyond for customers can lead to lifelong fans of your brand.
- Small gestures can have a big impact on customers.
- Companies need to weigh the pros and cons of going above and beyond for customers.
FAQ
Q: What is the difference between customer service and customer experience?
A: Customer service is the assistance provided to customers before, during, and after a purchase. Customer experience is the overall impression a customer has of a company based on all interactions with the company.
Q: Why is customer service important?
A: Customer service is important because it can lead to loyal customers, positive word-of-mouth marketing, and increased revenue.
Q: How can companies go above and beyond for customers?
A: Companies can go above and beyond for customers by providing personalized service, anticipating customer needs, and resolving issues quickly and effectively.
Q: What are the benefits of going above and beyond for customers?
A: The benefits of going above and beyond for customers include loyal customers, positive word-of-mouth marketing, and increased revenue.
Q: What are the costs of going above and beyond for customers?
A: The costs of going above and beyond for customers include time and resources spent on providing personalized service, as well as the potential for increased customer expectations.
