Isn’t it a shame when you get great customer service these days you are surprised?
Recently, I had the best customer service from AAA and I want to tell you about it.

As I was rushing off to work, I went nowhere. My battery was dead. No power, no thump, no chachug, nothing. I called AAA and the first question was, “Are you in a safe location?” I indicated I was at home in my driveway. Then, the professional service representative took the necessary information and gave me an approximate time the Battery Van would arrive - which was approximately 45 minutes.

Here’s the special part. AAA had another representative call me in 15 minutes to make sure I was in a safe location. And, every 15 – 20 minutes I received a phone call inquiring about my safety. I was amazed what my annual $69 dues bought me – not only service - but peace of mind and a feeling of security.

As a professional speaker and trainer I have traveled mostly by car for over 22 years. As a female, traveling alone, I have often been in some dicey situations. I have always been alert and cautious –looking out for danger signals because it can be scary out there. So to hear the first question, “Are you in a safe location?” was just a gift of goodness.

We have all been taught “it’s the little things that mean a lot.” I have tried to always practice that with my clients to bring about a long lasting relationship with them. Well, that little thing of asking that question made me a loyal AAA member for life. Thanks AAA.

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Visitors to Greensboro, North Carolina are often impressed by the city’s wide range of restaurant choices – from the elegant to the casual.

One of my favorite places is New York Deli, a locally owned casual dining establishment that features some of the finest sandwiches and cheesecake desserts in the area. In fact, hardly a week goes by that my wife and I don’t stop by for Sunday breakfast or a business lunch.

Recently, the food critic for the Go Triad, the city’s free weekly entertainment newspaper, set out in search of the best “Reuben” sandwich in town. Some of Greensboro’s most well-known eating establishments earned favorable reviews; however, the New York Deli earned top honors among the contenders. Just how important are these critic’s reviews? Several local residents tell me they’ve been known to make or break a restaurant in Greensboro.

While enjoying breakfast at the New York Deli this past Sunday I congratulated the owners and staff on this noteworthy achievement and asked if there was any clear increase in business as a result of the review. Without hesitating, they told me the customer response was immediate and dramatic. New patrons seeking the “best Reuben in town” were visiting the restaurant in droves.

As salespeople, we realize our customers expect us to say good things about our products and services. After all, we have something to gain by the transaction. However, when a third-party with nothing to benefit from our business has great things to say about us, that carries even greater weight in the eyes of the prospect.

Who are some third-parties who might have something positive to say about you? Present and former customers who have no other dealings with your current prospects are one possible source. Also, are there newspaper, magazine or trade journal articles in the marketplace that have good things to say about you? Find them and you may discover gold.

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OK, I’m a procrastinator … am I alone? I didn’t think so. On Tuesday I was searching for a florist to get roses for the lady in my life. I called one florist and asked if I could get some roses delivered Wednesday and the guy on the phone said “no.” No apology, no explanation that the cut off date passed … nothing … just ‘no.’ An uncomfortable silence followed his ‘no’ and I said “OK” and hung up. I called another florist and a very pleasant woman politely said they couldn’t accommodate me because the cut off date had passed and they couldn’t guarantee they could deliver them on time. Then she did an amazing thing … she recommended I call one of their competitors who, she knew, could accommodate my order. Wow … she recommended a competitor to accommodate MY needs. How many of you would recommend one of your competitors to a prospect you couldn’t help?

Of the three florists I experienced who will I think of first and want to do business with when I have a need for flowers again? Did you say the third florist who was recommended to me because the second florist couldn’t accommodate my needs? If so, you would be incorrect. I was impressed with the second florist who wanted to solve my problem and make my search easier. To me, she was more than a florist, but rather a “problem solver” who made my search easier.

As a selling professional are you a “problem solver” for your clients or are you simply “selling a product or service”, meeting quota and collecting a paycheck? Are you willing to tell your prospects “The way I work with my clients is to help them get exactly what they want and if I discover, after asking you a few questions, I can’t help you I will make a recommendation of a competitor who can. Is that fair?” In our research, if you can make a statement like that (and mean it) you are in the upper 5% of the top selling professionals in the world.

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How simple is having an oil change done? Raise the car, remove the drain plug, drain the oil, replace the plug , change the oil filter, lower the car and refill the oil. Pretty simple right? A service so basic and mostly routine, it’s promoted often as a $19.95 service done in 30 minutes or less. So—I make the appointment, take my car to my usual dealer and wait.

Less than 30 minutes and my car is returned looking fine, all for less than $25. I’m happy, feeling great for having this essential service complete, and away I go.

Next morning as I leave my garage, I can’t help but notice a puddle—yes, a puddle, not a spot of fresh oil! I immediately stop, turn off the engine open the hood and check the oil dipstick. Yep! It’s a _ quart low! I begin looking for the source. On my hands and knees I search for the source of the leak. It’s either the oil filter or the drain plug. Something is loose. I find the oil trail at the oil drain plug. Its threads are stripped! I hurry off to the nearest oil service location, and I’m in luck—an empty bay. They pull me right in.

A quick examination confirms my diagnosis—stripped threads. Thirty minutes later I’m on my way. A new plug, oil and all for less than $25. Peace of mind again!

My original dealer was most gracious and cooperative when I outlined my experience. They reimbursed my expense, apologized profusely, and pleaded that I return for future service. They went on to ask what they could do to restore my confidence and trust. They also said they had dealt with the employee that had serviced my car.

Great ending! The way it should be when expectations aren’t met. Accepting responsibility, demonstrating accountability, and exceeding expectation. Exactly what professional sales people and organizations that provide value do everyday.

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In a recent Associated Press article I read in our local newspaper, The Greensboro News & Record, I noticed an article about well-known Ace Hardware’s battle with the “Big Box” stores and how Ace is managing to enjoy year-over-year growth despite the price pressure placed upon it by the likes of Home Depot and Lowe’s.

Why is Ace seeing this continual success?

Convenience. They’re making it more convenient for the buyer to shop with them. They’ve installed brighter lighting and wider aisles, among other improvements, leading to a more convenient – and more pleasant – experience for the customer.

Think about it: How easy is it for your prospects and existing customers to buy from you?

Clearly, the less obstacles, hassles and requirements you place in their way, the greater success you’ll enjoy in your sales career.

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