How much is it worth to get recognized in public just for being thoughtful?
Hard to say. On the other hand, what’s it worth to know that a TV personality (or for that matter, *any* customer) will use your company’s service forever (or until you blow it)?
In my mind, a lot.
Since specifics are nice, consider that person might rent a car twice a year for just one day. I figure that might be $80-200 depending on the rental. Multiply that times 20, 30 or 40 years and it adds up.
Now imagine that it happens because just one of your staff members is helpful, thoughtful and does something that really costs you *nothing*. The ROI on thoughtful is pretty good.
Christopher Elliott gave Alamo Rent-a-Car a great testimonial on a major media not long ago because someone at Alamo upgraded his car without him asking, for no cost, simply because of where he was going.
What was *that* testimonial worth? When I walk by Alamo this week in Kalispell, Las Vegas, Seattle and Salt Lake – you can bet I’ll remember it. I wonder how many other viewers will remember…
Quite a strategy that counter person had, thinking about their customers’ welfare and the experience they might have while using their company’s product.
Imagine if it had gone the other way. If he’d gotten stuck, been late, had car trouble that was no fault of the car or Alamo, but simply had troubles because he didn’t rent “enough” vehicle.
Which way do your people think while helping a customer? Is that what you’d want if your grandmother was your customer?
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Thoughtful service makes them Remember the Alamo [link to post]
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Business reputation common theme this morning-Thoughtful service makes them Remember the Alamo [link to post] (via @MarkRiffey) #mtbiz
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@montanabusiness Thanks for the RT on Remember the Alamo, Jeff [link to post] #mtbiz
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@MarkRiffey thanks for writing it! #mttalent
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Well, as a Texan, let me just say it’s nice to see the Alamo “win” one for a change:-)
Glenn´s last blog ..Creating A Customer Service Course: Part 5: Identifying The Abilities Your Organization Values
Thoughtful service can make a company stand out, but it’s the testimonial that describes the thoughtful service really makes the difference. I will remember Christopher Elliott’s positive experience with Alamo the next time I need to rent a car. Nothing beats a first-person positive review of a company’s service.
The main gist of business is to solve a problem. The Alamo deal is a totally smart move for repeat business. Customer service rules, people love to know that they are being paid attention to. Honesty and giving help allot.
Thanks for the great post,
Brad West ~ onomoney
Brad West´s last blog ..Make a Turning Point in Your Life and Join the Alliance of Prosperity!