Four Customer Service Experiences to Learn From
Joanne’s Fabirc was just great, and this is an example of how two out of three great experiences and a little quirkiness can make shopping fun. I went to the fabric table and there was a little backup at the cutting station, so another CSR came to help us. When she saw that I had Corduroy, she blurted out with a grimace, “I can’t touch corduroy. It’s like fingers on a chalkboard.” She then walked away.
I felt like saying, “You work in a fabric store and can’t psychologically deal with Corduroy!” The CSR next to her explained that she was serious. I couldn’t help but laugh, but I shouldn’t have put salt in the wound. How rude of me. Weird, huh?
The other two CSRS were great and I will definitely go back there. They are passionate about fabric and how to make clothing, and were a great help. Very knowledgeable, too. It reminded me of the old days when everyone was laid back and just sewing and knitting. I bet everyone that works there knits. Corduroy will never be looked at the same again.
Lesson: it is OK for your business to have a little quirkiness and it can make it fun. Read the book, the “Purple Cow.” What is your purple cow?
Story #4: Ichiban Karate Studio.
We just started evaluating karate lessons a month ago and the studio gave four of my children a free month to see if it would be right for us. At that point, we would need to sign a nine-month contract. Big bucks, and at first I felt it could be a scam, but the studio was really customer service oriented and sincere.
The free-month trial is standard practice. At the end, you decide how many days of lessons you want and figure out how you will manage it. Well, yesterday was the big day when I needed to sign three contracts, one for each of my three children who wanted to continue. It was very formal and contractual agreement with a monthly deduction, but the main person there must have asked me five times if I had any questions or concerns. Also, even though there is a contract, I understood the reason for it and the studio has flexibility in its terms.