Blog entry

Do you care if your competitor gets the sale?

How much is it costing your company when the standard of service is not as your customer expected? There was always something so fulfilling for me when my customers left very happy and revisited the department solely because of the service. Not only that but they used to bring their friends and it had a magical spiral effect.

Is it not worth it to get customers talking about your service and then having the same effect with their friends? 75% of customers will spend more with a company where they had an excellent customer service experience. This is something all businesses must think about and imagine the effect on the companies bottom line.

Here is a challenging story about a bookstore where they in the search for customer satisfaction gave the sale to a competitor thus ensuring that their customer will be with them for life.

 

 Dalton Bookseller Calls the Competition

While great customer service stories can be a dime a dozen if you’re looking for them, you can’t help but think that some of these tales seem especially calculated.

It makes good business sense to treat customers well, doesn’t it? Big companies probably aren’t hesitant to go above and beyond for customers if they suspect it could result in free press, especially around the holidays.

But when you hear a tale like this, you know a business is truly focused on customer happiness.

B. Dalton customer (before the company was acquired by Barnes & Noble) was visiting the store to pick up a book requested by her son for Christmas. Although the store’s computer displayed that there were copies available, none were actually in the store, and the next delivery wasn’t scheduled to arrive for a few more days.

For the sake of not stopping the relentless pursuit of customer happiness, the B. Dalton representative actually called their competition (in this case, Borders) to reserve a book for the customer and printed out directions to where she could pick it up!

While the B. Dalton team may not have made the sale that day, their outstanding commitment to wowing customers won them a repeat shopper for life.