Jim S Miller

Thoughts on the Client Experience and Banking

How do you turn an expense into an investment?

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Sometime you have to spend money to make money.  The same is true with customer satisfaction.  The other night my daughter and I went out for Pizza at modmarket in Boulder.  My pizza has to be gluten-free, so we each ordered our own small pizza.  When you order they give you one of those pagers that buzz when your food is ready.  We got our drinks and sat down.  When the buzzer went off, we went to get our pizzas, but only my daughters was ready.  They said the gluten-free pizza would take a little longer.  I refilled my drink and by the time I got back to the counter my pizza was just about ready.  As I was waiting for them to cut it, the manager (at least I think that is who it was) came over and asked if I was the one waiting for the gluten-free pizza.  I said I was and she apologized that I had to wait and handed me a modmarket gift card.  I said the wait was not a problem, but she said that they weren’t satisfied with how long it took.  Usually it is the customer who is not satisfied, but in this case it was the other way around.

The gift card was $5.00, but in return they showed me that they care about their service.  Will I go back to modmarket?  You bet I will.  Will I tell others about my experience?  YES.  At modmarket they care about their service.   In accounting terms that was an expense, but in reality it was an investment.  Their small expense will come back to them many times over. 

It doesn’t always take a monetary gift.  There are many things you can do that don’t cost a penny.   What are the way you can show your customers that you care about the service you provide?  By handling the little problems well, customers will be much more forgiving when there is a real problem.

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Written by Jim S Miller

October 15, 2010 at 3:40 pm

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