When you have a great customer service experience, by all means, tell others about it! Be the “bearer of good news” once in a while. You’re sure to make someone’s day.
This note was written to a manager by my dear friend Erika Wilson, owner of Columbia Laser Skin Center. It didn’t take her much time to write but the benefits are great. Enjoy reading.
Dear Christine –
I wanted to let you know what an amazing experience that I had with your store manager Shanice Smith. Back in March I was in Reston on a business trip when I desperately needed a pair of shoes. I stopped in to your Ann Taylor store and bought the most adorable shoes – they were so adorable that two of my colleagues ordered the same pair on-line after I returned home. Anyhow, after the third time I wore them the strap broke and I was crushed. Because life is crazy, it took my until just this month to find my receipt and call the store. I was lucky enough to get Shanice on the first try and she was so amazing from the very beginning. She was sweet, professional, and confident in her ability to solve my problem. I shipped the shoes back to the store and not two weeks after I shipped them I received a personal phone call from Shanice telling me that she found the same shoes on-line for me. I completely understand that Shanice went above and beyond to not only call me, but to take the time to find a replacement pair of the same beloved shoes. On top of it all she called me personally to let me know. Truthfully, she called me twice. The first time she left a voicemail, but being on the West Coast I didn’t have a chance to call her back until it was far too late. She did all of this knowing that I lived in Oregon and in all likelihood would never come to shop at her store again.
I have owned my own Medspa for over 12 years. Customer experience is THE biggest thing for me and my business. So, when I get to have an amazing experience with someone like Shanice I NOTICE it. I am going to tell you that if Shanice lived anywhere close to my business I would move heaven and earth to hire her to work in my business. I specifically hire for this quality in people and then train them to do the job I need them to do for me. Please know that you have an invaluable employee in Shanice that I would give dearly for.
Because of Shanice I am now an Ann Taylor customer for life.
Christine, do whatever you can to keep Shanice and use her to create more just like her…she’s a treasure!
Best Regards,
Erika Wilson
Get in the Kaizen Zone of continual improvement and can catch someone doing great work. Write a note to their boss and make their day! You’ll get good feelings from doing so. Guaranteed.
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