It doesn’t take a lot to create a happy customer. Sometimes, it’s just about doing the right thing.
My beloved father, Philip Bouchard, passed away in May 2012. He was loving, fun, funny and passionate about his family. My sister and I were blessed to call him Dad. One of the things I learned from him was his work ethic. He was not only dedicated to doing his best at whatever job was in front of him, but he did it with a smile. People gravitated toward him because of his good humor and amazing attitude. He knew how to create a happy customer.
Before he died, he worked as an assistant produce manager for Publix supermarkets. At one time, he owned his own delicatessen and small neighborhood store in Fall River, Massachusetts, which he called, to everyone’s amusement, Phil-a-Deli. However for most of my childhood, Dad was a construction worker and foreman.
A couple of years after my dad was gone, my mom was going through some items and found this letter, presumably written by a tenant in one of the apartment buildings he worked on.
Want a Happy Customer? Do the Right Thing.
To whom it may concern:
This is to say thanks to one of the bosses with your company for his understanding and kindness in a bad situation this morning. His first name is Philip.
My pet cat, Martha, was stuck under the new bathtub when the men arrived to work in the bathroom. Nothing worked to get her out. The men banged and pounded and kicked but it served only to make her more frightened. They were going to close the wall around the tub today. I was almost freaked out with horror. They said the tub could not be moved. It was rooted.
This nice man came in and asked me how everything was. I told him about Martha. He quietly went into the bathroom and, without a word, lifted up the bathtub. With that, Martha run out and under the chair where I could get her and put her in the bedroom.
The other men were nice but I believe they would have gone ahead anyway. I love Martha and have had her for years. She would not have wanted to die. Canyon imagine me taking a bath with my cat dying under the tub?
It may be only a minor thing to you, sir. But to me, it showed someone very special is around. He has an unusual way about him anyway, being polite, kind and understanding. When everyone else is rushing around making a racket, this man brings a quiet moment.
So, he spoke well of your company through that act of kindness. I shall repeat it and mention your company, as well.
Shirley, South Boston, MA
Shirley was a very happy customer, and I am one proud daughter. Sometimes you roll out red carpets, and other times you simply do the right thing. Thanks for the reminder, Dad.
What do you think? Comment below and let me know your thoughts on how to create a happy customer.
NOTE: This blog post is excerpted from the customer service book 501 Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers and Leave a Lasting Impression.
Donna Cutting is the author of 2 customer service books, including the one quoted above and The Celebrity Experience: Insider Secrets to Delivering Red-Carpet Customer Service. She is the Founder & CEO of Red-Carpet Learning Systems, Inc., and leads a team of customer service experts who provide tools and training to help leaders engage their teams to improve the customer experience. She has spoken on stages in 45 of the 50 states, and is a combination customer service speaker and funny motivational speaker. To watch her in action, and for tons of video tips SUBSCRIBE to our YouTube channel here.