I was thinking today about what it means to provide Great Service. Great service, to me, means "exceeding" my customer's expectations whether that means shipping things out earlier than they expect or giving them free upgrade to Priority Mail if I couldn't ship it out the Same Day. I had the pleasure of experiencing "great" service first-hand today with my dry cleaners. I recently signed up for a dry cleaning service that offers free pick-up and delivery. Yes, it costs a few dollar more per week but it saves me a lot of hassle as I no longer need to rush to my One Price Dry Cleaners by 10 AM to get their same day service. And more importantly, they do a better job cleaning our clothes.
The pick-up service is very simple. Leave out your bag of clothes on Mondays and Thursdays and they leave your clean clothes hanging on your door. Technically, I am supposed to have the bag out by 10 AM but I have noticed that the driver always came by after 3 PM when I am always home as my children get out of school by 3:30 PM. So today, I was annoyed with myself when I arrived home at 2:30 PM and saw the hanging clothes on my door. Admittedly, I was annoyed that the driver had changed his time on me but I had to admit that the fault was completely mine as technically he could pick them up at any time. Imagine my pleasant surprise when the driver returned to my home around 4 PM to pick up my bag. I certainly didn't expect him to nor was he obligated to but boy was I glad that he did ! He made my day with his thoughfulness and by going BEYOND what was expected of him. This is the kind of service I want to provide with my business. It's not about who is "right" or "wrong" but whether or not you can make the customer happy.
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