When the Answer is No ... Proactive Service

I do a lot of my clothes shopping at Talbots.  I like their classic styles, well made clothes and robust website.  However, one of the main reasons I am loyal doesn't have to do with any of these things.  It has to do with someone I spoke to a number of years ago in their contact center. 

For I had received a catalog in February filled with spring clothes.  This particular winter had been endless, and it was fun looking at the promise of spring.  I found a jacket I loved!  But what was the point of ordering it, when snow was still on the ground?  So I waited. 

When I did finally go to the website to order it, the jacket was no longer available.  Oh no!  So I called Talbots' call center and spoke to someone.  He confirmed they were indeed out of stock.  But then he did something unexpected.  "Let me go in our warehouse and see if there are any available there."  Really?  You're not going to simply tell me to go away?  You're not going to tell me to read the 'out of stock' sign on your website?  OK! 

But alas.  There were no jackets in the warehouse either.  Instead of giving up, he then looked at the store inventory, and found the jacket I wanted at a store in Tennessee.  He had them ship it to my house - at the sale price, with no shipping charges, since the store wasn't equipped to handle shipping.  I received the jacket within two days. 

Every time I wear the jacket I think about this individual who, when the answer was 'no' went above and beyond, and created a very loyal advocate for the firm.  What's the experience your clients have when the answer is 'no'? 

******************************************************************************************
Develop your customized service strategy and implement more than 50 tactics by picking up a copy of my book, The Service Journey; available on Amazon, Barnes and Noble, Borders and more!  

Posted by Susan Hoekstra at 6/7/2010 9:02 AM
Categories: Proactive Service
Tags: Good Customer Service Susan Hoekstra customer service tips customer service strategy Leading service Service Consultant client loyalty Proactive Service client experience The Service Journey Talbots Customer service training Customer Service
 

What did you think of this article?




Trackbacks
Trackback specific URL for this post
  • No trackbacks exist for this post.
Comments
  • No comments exist for this post.
Leave a comment

Submitted comments are subject to moderation before being displayed.

 Enter the above security code (required)

 Name

 Email (will not be published)

Your comment is 0 characters limited to 3000 characters.