“Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." - Ken Blanchard, author of Raving FansI love to read stories about excellent customer service. Better yet, I love to experience incredible customer service. I was reminded recently of the difference between good customer service and going “above and beyond” towards creating Raving Fans. Check out this awesome letter I received from one of our client’s employee’s right before Christmas.
“Dear Mr. Fulling,
Your employee, Starla Kendricks, went far above and beyond what I'm sure is required of her in her job description. I have a deduction taken out of my checks for bankruptcy which took place a pay period sooner than expected and the trustee office was not going to return to me.
In a nutshell, this is the extra monies I was planning on for Christmas and as you can imagine, I was incredibly frustrated and Christmas at our house was cancelled.
Ms. Kendricks took it upon herself to make some calls and to both the payroll company and the trustee's office and they confirmed that it was additional payment. I will now be getting that money before Christmas, which I was told just a few days ago from the trustee's office that I would not receive at all.
This has alleviated a lot of stress in my life and made a very Merry Christmas for my family. She did not need to do what she did and I'm unbelievably grateful to her. I just thought this needed to be brought to your attention and tell you what an amazing employee you have, which I'm sure you already knew.”
Now that is how to create a Raving Fan! Thank you Starla for providing a great example of serving others.