Have you ever been some
place and they give you exceptional service?
It is customary in some
countries that when one eats at a restaurant that has a wait staff, the
customer tips a minimum of 15%.
If you are at a
restaurant and the waiter or waitress gives phenomenal service then the tip may
be more than 15%.
In Bob Burg’s Book, Go
Giver, he discusses a principle where some will not meet expectations, others
will meet expectations but a few will exceed expectations.
I have a good friend who
demonstrates putting service in customer service and exceeding expectations.
I first met Dr. Jim
Kileen playing racquetball at LA Fitness in John’s Creek Georgia. He is a
fierce competitor on the court and I enjoy the competition. After a few
conversations, he told me he is a third generation chiropractor and had his
own clinic. Since his clinic was approximately one hour from our house, I
thought we would never use his service.
My wife started
experiencing severe back pain. On one particular Sunday morning, she woke up in
excruciating pain. Since I had his cell number, I called Dr. Kileen and ask him
what we should do. His clinic hours are Monday through Friday and Saturday by
appointment only. He does not work on Sundays nor does any other chiropractor
that I know. He told me if we would come to his clinic he would try to relieve
her pain, which he did.
Recently, I experienced
some low back pain. I called him and told him about the pain. He said that when
I left the gym, he would be glad to see me. He closes at noon on Wednesdays but
he met me at his office at 7 p.m. He was able to give me some relief from the
lower back pain. This totally exceeded what I expected from him. Some would have
said, "call the office and make an appointment", others would have said, "I can
see you tomorrow" but he saw me after hours and did not charge extra for this
Dr. Jim Kileen and
Heritage Chiropractic and Wellness Center definitely went above and beyond the
call of duty.
Do you know someone who puts
service in customer service? Tell us about him or her.
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Author of The Networking