Register now or log in to join your professional community.
The definition of a customer is anyone who enters the front door of the organisation and makes an enquiry. It means service to the customer and being on time for delivering the service or going the extra mile to help another person.
Sometimes youngsters and elderly come along to shop in sales places and do not know what to do when facd with many products or when they are looking for a specific product in the aisle. a very busy morning and walked along each aisle to see if any things needed to be put back for tidy look and for any assistance to customers at a difficult time. A customer had a very puzzled look with his young son and I wished them asked if they were looking for something I could help with and make their day.
The immediate answer was yes and they asked for some memory sticks 64GB and 16GB both of which was searched for and given to the person. They also wanted Gloss paint and the most treasured colour is off white which was found and given to them as well and then they wanted batteries AA for clocks this was not easy because the clock they wanted it for was not in the person bag and hence we placed an order and they were delivered three or four days later. Going the extra mile helped me find my customer needs and deliaver them without wasting time and this made them happy customers.
They come back to the shop for more business and it is makes the company earn a good reputation and earn revenue as well. It makes me feel happy too to serve them again and again and ask them their experience with the shop.
IT IS MY JOB DAILY, LIKE ONE TIME IWAS ON GROUND/TARMAC , AND ONE CUSTOMER WANTED TO PASS BEHIND THE ENGINES OF AIR CRAFT,AND THESE ENGINES WERE RUNNING, I HARD TO MOVE VERY FIRST AND TOLD HIM TO STOP AND GO BACK. I DIRECTED HIM IN RIGHT WAY. YES, WE ALWAYS NOT TO HAVE TO ASSUME THAT THE TRAVELLER KNOWS EVERTHING.
so sorry my answer is coming late, was so busy at office.
A customer worked into my store very furious, complaining that he goods he bought from us has not been delivered, despite the fact that the time we booked to deliver is yet remaining 5 hours but the customer was just in a haste. it was a scenario is dont easily forget. all managers was trying to calm him, he refused. I quickly rushed to the delivery department and instructed them to load the goods and drive straight to the customers house, so i our driver once you arrive the customers residence, call me. The goods arrived his place in 30 minutes time, i got a call from our driver, i rushed straight to our customers service department where he was already asking for refund, i gently greeted him, he furiosly turned to insult me, and said to him sir the goods are delivered to your address as i speak to you, he quickly put a call through and confirmed am saying the truth, as he tries dropping his phone, i quickly said sir i know you are not happy but i want you happy sir, pls forgive us, it wnt repeat itself again. i quickly picked up a bottle of coke from the fridge, paid for it and returned to him with the coke, i gave him the receipt and said sir please take a bottle of coke and claim your nerves sir, am so so sorry sir. immediately, his mood changed and he started smiling saying this is what you all would have done all the while. we all smiled along with him. so he said he want to shop for few stuffs, i quickly assisted him with the shopping, during the shopping,i engaged him with discussion, during the discussion i realised he is still thinking of how to get someone to help him fix the gadgets he bought from us, so i quickly told him, sir dont worry i still want you happy, i will help you with that after work. i will come over and help you out sir. he was so happy. afte work i informed my superior about that and my purpose of doing it, he permitted me to do that. i have to be permitted because its agains our procedure going to do that for customers at home. so after work, i got to his place, helped him out , taking 5 hours of my time to get that done. wow, you need to see how happy the customer was. and he said, all his life , he has never seen such sacrifice, i smiled and said sir that what i have passion doing. its nothing. trust me, till date, that man and his households and extended families hardly shop elsewhere if not my store except they are out of country.
I once had a client who wanted to do a fixed deposit witha bank i was working with back in Kenya,he was a really busy man and with his schedule almost always fully booked,he did the transfer of funds as we had discussed,but due to his time limitations,I had to pay from my own pocket for a cab to take the fixed deposit certificate to the guys office.I believe this was a definate extra mile,but the smile and thankful gesture on his face when I delivered the certificate,was invaluable to me.
Extra Mile Service is helping him out of the way.
In few Minutes my shift was about to end.I recieved an escalation from one of the Customer stating the critical down.I could easily have transfered it to the next engineer.
Sensing the criticality of the business. I understood the situation Resolved the problem and check back again with the customer few Hours Later to see if everything was in place.
