Are you providing your customers with the bare minimum to comply or do you go above and beyond the call of duty?
Yesterday I had the pleasure of speaking with Justin Chester of Integra Computers. I was actually speaking to him because he's part of the tech team at Pat Zaby's Seminars and Systems. I needed a little help with something I purchased from Pat and Justin was providing the help.
Justin asked me to allow him remote access to my computer. I did. He then said "whoa, you've got way too many programs running in the background!" He explained that all the little icons at the bottom of my screen represented programs that were running, even though I wasn't using them. He also explained that there could be other programs running which didn't have icons which all contribute to slow down my computer even further.
As he resolved my Pat Zaby issue, he quickly took a look at my RAM and informed me that I would benefit from purchasing some extra memory (not from him LOL). He took me over to newegg.com, looked up my computer stats on Google, found the RAM I needed on NewEgg and explained to me how to add it.
As if that were not enough he went back into the system and disabled all the programs that were running in the background which I did not need. I was seriously impressed!
Why did he do all this? Just because he likes to provide top notch customer service! He could have just solved the issue I called about and I would have been satisfied. But instead, he noticed I could benefit from making some changes and shared his expertise with me. It took him a few extra minutes and I was floored by the level of customer service he provided.
What about you? Are you going the extra mile when you see the opportunity? Or do you stop at the boundaries of your job description?
It could mean the difference between getting referrals or getting forgotten. Go for the referrals!
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