Watching TV in the bedroom was bad for our sleep and our backs. So I moved my DirecTV DVR from our bedroom to our living room. We needed to have an extra cable run to the living room for the DVR. I called DirecTV. The phone rep setup the appointment. The tech showed up early in his 8a-12p window. Good start.
When the tech got here, he reviewed the work order. The work order was to unplug and move a DirecTV receiver from one room to another. Big difference between unplug and replug a box and running a cables through two crawlspaces while figuring out our Frankenhouse. One is a 7 minute job. The other is 2 hours. Big price difference.
The Tech did the job that needed to be done. He crawled under, on top of and in between. He worked out the details to make the install happen without it costing me more. I told a DirecTV rep the other day that Jen and I talk about giving up DirecTV regularly. The reason we don’t drop is the quality service. DirecTV is willing to take on short term loss to make things right. That means a long term gain for them.
Who are your customers? Co-workers, clients, bosses, other departments. Maybe it’s a spouse or a friend.
What’s one thing you can do today to serve them? To show them they are valued by you?
This isn’t about the Customer always being right. It’s about when someone does wrong, the best way to make it up is to make it right.
What can you make right today?
