Today’s guest post is by Certified Go-Giver Coach and very successful Real Estate Professional, Christie Ellis. What a terrific story regarding an empowered employee who reflects the solution-orientation of her company.
Enjoy! – Bob Burg
As we know the Law of Value states:
Your true worth is determined by how much more
you give in value than you take in payment.
Recently I experienced a wonderful example of that very thing. I called a local communication provider to help me with a service. Due to an unfortunate string of circumstances there was a miscommunication about what I wanted and what they were doing.
Here are the biggest takeaways that make this company truly a Go-Giver company:
- They never once told me that it is “company policy” and I was stuck with what I had (the certain kiss of death)
- Every time the person on the phone let me know they would check with their supervisors but they were pretty sure they could get it done (I love when companies empower employees!)
- Even when it looked like some of what happened was due in part to my unclear communication, they stood by the service and didn’t charge me anything extra, which they could have done.
Every step of this transaction made me feel like a very valued customer. I will now become a Walking Ambassador for them and will recommend them to everyone I can.
This example also serves as a reminder: am I giving the best customer service I can or am I taking things too personally, fearing a loss of money, fearing the loss of a client, fearing for my future?
I appreciate the reminder, the example they have set and look forward to a great relationship with them.
Great post Christie. It is so important that at the end of the day, the customer not only gets more value than the payment but that they feel like that is true.
I really like the attitude of Zappos (online shoe retailer). Marketing costs a lot of money. You can spend that money on ads and other marketing channels or you can spend it on customer service and let word of mouth of your ambassadors spread the message. Added benefit is you keep the customer longer and need less marketing.
thank you very much Doug!! I am a fan of both Zappos shoes and customer service 🙂
I love this paragraph Christie:
This example also serves as a reminder: am I giving the best customer service I can or am I taking things too personally, fearing a loss of money, fearing the loss of a client, fearing for my future?
When we allow our fears to become our goals (Don’t get in trouble, Don’t get fired, etc) we are stealing from ourselves AND our customers!! Great job here!
You are so right Corey! All that negative self talk can easily creep up on us. We just need to put it in its place 🙂
Thanks so much for sharing your story, Christie. I love the “Walking Ambassador”.
Hi Danielle! my pleasure and thank you. Words straight out of The Go-Giver 🙂
For what a very small word “VALUE” has far reaching impact. The company you cite promised to deliver THEIR value to YOU which engaged you in the first place. Regardless of how the ‘deal’ transpired they made you know of YOUR value to THEM.
Simple story with a powerful message. Thanks Christie!
That’s a great way to put it Bill! They did and I am grateful 🙂