Becky Rhone-Nowlan

When I sat down and began to consider what I wanted to write about for the New Year, many possibilities sprang to mind.  I finally decided to write about the top 10 customer service interactions that impressed me this year.  The thing that is kinda sad is that is took me a while to think of 10.  My thought is that somewhere in the 10 you will find a new uidea that perhaps you can implement into your business and impress your customers so much they might want to blog about you. :)  Maybe you already are and that would be awesome!  So without further ado, my 10 in no particular order and why they are.

 Cafe Bixby - I mentioned this in my last blog post http://fortuneinthefollowup.com/CustomerCare/?p=13- They have a busboy who brings only the kind of cream i like for mine coffee. This makes me feel special and I love it.  They also have a waiter named Andreas who always tries to upsell.  Usually I don’t like to be bothered with that sort of thing.  However, upselling can be done and when done properly you not only make more money, your customers remember you and continue to come back.  The whole key to doing this properly is to do it in such a way as to identify something you can  help them with that perhaps they hadn’t thought of.  You can also do what Andreas does and add in grace and charm and be memorable to them.  Andreas started off by always suggesting pie. Of course this makes some sense since I usually have coffee.  However, lately he has been taking notice of what I actually order and has been offering those items.  I have been to a lot of restaurants and not many have waiters that remember what I have previously ordered. 

RedRobin- This year I was invited to a birthday party at Red Robin.  I was astounded when the hostess opened the door for me. Then I noticed the huge Television screen in the floor in the waiting area.  if you were watching sports and wanted to catch what was going on with the game, this would be the place to do it.  The service and food were really great and I was also charmed when the hostess once again opened the door for me on the way out.  Now I ask you, how many restaurant have hosts and hostesses that open the door for you when you arrive and leave?  Not to mention a TV in the floor in the waiting area.  Definitely a place that stands out in my mind.

The next entry on my list is kinda personal.  :)  I hired my son Ronny Nowlan-I needed  some graphic work done and I had an idea for a video for youtube.   Being on a shoestring budget, his prices were right (no not free) Despite the fact I wasn’t sure exactly what I wanted in a header graphic, he kept bringing me designs.  Not once did he make me feel like I was a pain (even though I was) As far as the video goes, we had a couple of challenges that he needed to fix and he did so with style.  You can see my header graphic at Customer Service

…and here is my youtube video: 
The Truth about Customer Service on the Internet

 Pat O’Bryan -I have blogged about Pat before.  If you have been with me for any length of time you know I admoire Pat.  You probably also know that I am learning to take my business to the next level under Pat’s tutelage. The thing about Pat is he really knows how to connect with his customers and readers and he also over-delivers.  He is a man who really cares about your success. It’s those people who will keep me coming back again and again.

OSH Orchard Supply and hardware- I had purchased a light from them and when I opened the box at home I found it was broken. I took it back and instead of making me open the box and show them what the problem was the Customer Service person said to go get a new one and he would just exchange it.  In today’s world most stores make you show them the problem and sign in triplicate. This was a nice little break especially during Christmas. 
Dr Mani- I am a big admirer of Dr Mani.  Not only because of who he is and what he stands for but because what he teaches about blogging is simple and easy to implement.  I recently signed up for one of his programs and didn’t receive my link.  I contacted his support desk and was answered promptly and courteously.  It took less than 24 hours.  From my experience with online help desks, it usually takes at least 48 hours to hear anything.  When taking care of customers, within 24 hours is ideal. 
#7- Codrut Turcano - This was much  same as my experience with Dr mani.  Anyone online that answers a help email within 24 hours stands out in my mind.  As you can see it takes just a few outstanding touches to be memorable to your own customers.

Angela Treat-Lyon- I emailed her a question regarding an EFT situation.  Not only did she personally reply to me, she helped me work out my situation.  Will I give her more of my business and refer people to her?  You bet I will.  Why?  because she cares and showed me that she does.

Sky Diving- I waited 2 years to make this dream come true.  They made my first skydive the experience of a lifetime. The attentiveness and care for my safety was one I will remember. When I go up again- and I will- it will be with them

Doughboys- This is an army surplus store my son enjoys going to.  This thing that makes them stand out is that they are always checking up on you.  Their attentiveness goes above and beyond. If they hear you talking to someone and it sounds like you are looking for something, they will offer to help.  If you decline help, they back off.  Once you have your purchases on the counter, they take care to make sure you are buying exactly what you want. A truly lost art in todays business environment.

So there you have it, my 10 best- Now I invite you to share your 10 best customer service interactions, or if you’ve a mind to, your 10 worst…  Perhaps you’d like to tell me what you think of my picks, either way- click comment and let me know :)