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Feel the power great service brings

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in Leaders & Managers,Workplace Communication

Executive coach Cal LeMon tells the following story about superior customer service:

LeMon once bought a load of furniture at an office supply megastore. Not until after assembling the first piece did he notice that it had come in the wrong finish: oak instead of cherry.

When LeMon asked staff members whether they thought the store would exchange oak for cherry, they silently rolled their eyes and toed the rug.

Three days later, LeMon called the store manager, sheepishly told his story and asked if he could return assembled furniture. “Sure,” the manager said.

Stunned, LeMon asked again.

“It was an honest mistake on your part,” the store manager said, “and we want to make sure you are happy with the furniture in your office.”

Guess where LeMon now buys all his office supplies?

— Adapted from Zest-of-LeMon Juicy Opinion, LeMon Aide, Executive Enrichment, Cal LeMon@execenrich.com.

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