Adding Value, Customer Service, Mindset, Mission, Serve more to Earn more

Going That Extra Mile


I recently used eBay to sell a file cabinet that I no longer need.  Oh, the benefits of more and more of my business being conducted online.  Because of its size and weight, the file cabinet was listed as local pickup only.  When the auction was completed, the buyer paid immediately and contacted me to arrange a time to pick the cabinet up.  When I met Leo, the buyer, at my storage facility I was surprised to be introduced to a Chinese man in full business attire, three-piece suit, beautiful silk foulard tie, the works.  The buyer was accompanied by another Chinese gentleman, John, who was dressed in business very casual attire, khakis, polo shirt, sneakers, you get the picture.

While John maneuvered the van into one of the loading bays, Leo and I took a dolly up to my storage unit to retrieve the file cabinet.  By now you are thinking what does this have to do with business?

While in the elevator Leo explained that he was on his lunch break from Bank of America, and John is his client.  John, he told me, is in the process of opening a daycare center and mentioned that he needed a file cabinet.  When he asked Leo for advice on where to purchase a used file cabinet, Leo suggested eBay.  John had never used eBay so Leo went the extra mile, logged into his eBay account, placed the winning bid, completed the transaction, and accompanied John to pick up the cabinet and to translate.  For me, that was a WOW moment, I was quite impressed by Leo’s dedication to his clients.

So, here are three business related questions I want you to consider:

  1. When was the last time a banker, especially from one of the giants, demonstrated that level client focused service? Or for that matter, what is the service level of many of the large businesses you regularly business do with?
  2. What is the service level you routinely offer to your customers? Do you WOW them on a regular basis?
  3. What would be the resulting increase to your bottom line if you separated your business from your competitors by raising your level of service to WOW?

As Brad Sugars, the Founder and Chairman of ActionCOACH said at our 2017 Business Excellence Forum last month, “Serve more to Earn more.”  Leo is certainly doing just that.  If you would like to make more by serving more, my colleagues and I at ActionCOACH will be happy to assist you.

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