I have been thinking recently about how we behave towards our customers. Is there a place for a degree of informality with our client base? As with anything, as long as this is in moderation then yes, I believe there is, adding that human touch to our service can surely only be a good thing…
I recently came across a story about a woman locking her baby accidentally in her car. She called her road side assist company and explained the situation to be told that she wasn’t covered under her policy for “lock-outs”. The woman, naturally distressed, asked if she could add this to her package as she had locked her baby in the car. The company again advised “your package doesn’t allow that”.
The woman then called her road side assist’s competitor and explained the situation. They had an operative with the woman within 20 minutes who released her baby from the car. When she asked how much this call out would be he answered ” we will never allow a child to be locked in a car, this is a courtesy call there is no charge”.
The woman took to the internet, and the post went viral receiving over 72,000 likes. Guess which company now has her business? You can read the full story that was reported in the Australian news here.
So it got me thinking about how human we are when we’re conducting business. After all business, put simply, is about 1 human providing a product or service to another human. Have policies, guidelines and rules meant that we now have to act with no common sense? When did we become robots?
So I ask you to have a think about how you can add that extra special “human touch” to your next transaction. Can you go the extra mile, do more than the competition and add more value to your clients experience with your business?