My husband and I are lucky enough to own a house in the mountains. We spent the weekend hiking up there, and discovered that the furnace is no longer heating. After some fiddling around and requisite tries to get it going, we determined that a service call was the only hope.
I called the local gas company at 7:15 Monday morning expecting to get an answering machine, but instead a lovely lady named Hannah picked up the phone. I introduced myself and said we were having trouble with our heater. She asked if there was a way to get into the house and I gave her our lock box info. She said she would get service out in a few hours. I asked if she knew where we lived and needed my credit card. She then correctly gave my address and said they would bill us, if it was more than a simple pilot relight. She was nice, she was organized and in no great hurry. This felt like calling my neighbor more than the gas company. I felt I was in good, honest hands and would not need to worry that the job would be done right and I would be charged fairly, which is indeed what happened. This was great service and it wasn’t the only example of it from folks in Arnold, population 3749 at last count. I’ve had the local school offer their parking lot for overflow guests “no problem, stay as long as you like” and people at the bakery make us a little ¼ taste tester. We have good things and not so good things in the typical service that we get today. Some is quite good, provides automation that works, and solves problems quickly. Some sends you on a wild goose chase and fixes nothing (thank you BofA for the 3 orders online before an actual batch of new checks arrived).
None of this comes easy, but is worth the time to understand what creates the best experience for your customers.
What was a great service experience you have had lately?