Tune Into Quality Customer Service

It was time.

Time for me to purchase a new guitar.

I went to Guitar Center with a specific one in mind but asked the acoustic guitar sales rep, Dave, for his “best one under $250”.

He went into stealth mode, with an upbeat tone of voice and went over some selections of what he likes and doesn’t like. He then picked out an Ibanez, black with a great sound. Exactly the one I had envisioned in my head. He then took a fresh sparkling new guitar out of a box, inspected it for any scratches and tuned it for me. I played some chords on it for a while and it felt great. Plus, it was only $189 on sale.

I asked the Dave if the guitar came with the cord that plugs into the amp. He wasn’t sure. So, he dug through the box saying, “It used to…”

When he couldn’t find the cord, he checked on the computer and found they no longer come with the cord.

He said, “No worries–let me go grab a good one for you at no cost. This one that I’m going to give you is better quality than what used to come with the guitar anyways.”

This all happened within a few moments–no questions asked, no hassle. Easy peasy. I had my guitar and my amp cord ready to go. The cord at no extra cost.

I was beyond impressed that he took the initiative to give me something free when I didn’t even ask or expect it.

Dave was acting like he was the owner of the company–he took the situation in his hands and went above and beyond.

It says a lot about a company when an employee can make the executive decisions with absolutely no hassle. I’m not sure if this is their policy, but it was such a fluid movement for him to go grab the cord, not charge me and make sure everything was good to go before I left the store.

Quality and choice are two of the Phone.com standards.

Quality: Dave took the time to make my experience at Guitar Center that of quality–I received a decent guitar, at a decent price and he made sure that the added item he threw into the mix was of the same high quality.

Choice: Dave made the choice to go above and beyond. He was empowered (by management?the company? other sources?) to do this. He didn’t charge me for something that should have been included. He had the choice to give a positive attitude and to sell me a guitar.

Within your own customer service walls, are you giving your customers an experience of quality? Do you empower your team to make the choices for customers to not only save time but to really throw an added spark into the experience, to show the customer they are important and their purchase matters?

So, what is one thing different that you can do to really tune into quality customer service?

[custom_author=jenny]