Business Management – Recognizing exceptional service

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This is another installment of my Business Management posts, geared towards those of us who are business owners and/or consultants.

We all know stories of poor customer service. That horrible experience at whatever retailer. The poor service provided by an ISP. If I tried listing every story I’ve ever heard, I think I would crash the server that this blog is hosted on. But what about stories of exceptional service ? We don’t hear those very often, and more importantly, we don’t recognize them often enough.

I’ll give you a real life example. The other day, I moved my company’s bank account to a competing bank. The previous bank was OK, I never really had any issues, but they annoyed me greatly when I tried working with them on a financing project a few weeks ago. Long story short, I found the service I was provided to be poor, rude, and a bit condescending. I’m not generally the type of person to make a scene or complain about something, I simply move on and try and find something better. Anyways, I finished my financing project with another institution, and then began the hunt for a new bank to deal with. Fast forward a week, and I decide which bank likely fits my company’s needs the best, and I go to setup an appointment to open an account.

Wow. Without getting too much into the details, I was completely blown away by the service I was provided. There was simply NO comparison from my old bank to this new one. I didn’t even know this level of service existed in the financial sector. Everything from same-day appointments to the personalization and speed of the service, I was very pleased and satisfied.

Now, most people would just leave it at that. Maybe they’d mention it to friends, family and whenever the subject of banking came up in conversation with co-workers or clients, but that’s about it. I think this is a mistake. When you are truly “wow’d” by a service, or when something happens that is simply beyond your expectations, you should make an effort at pointing it out. In this case, I sent a letter to the branch manager of the new bank in question, outlining the exceptional service I and my company were provided and how I was looking forward to building a mutually beneficial relationship with them. Not only does this provide important feedback to the bank (just like you would like to hear about your own company, employees and services provided), but it also gives me an opportunity to introduce myself to the branch manager, in a positive way.

We as a society tend to focus on the negative more than the positive. In my opinion, recognizing positive situations is never a bad investment to make, and can do nothing but good for your business.


Martin Lehner

Martin Lehner is an technology professional working for an IT services firm in Whitehorse, Yukon (Canada). He has been working in the technology field for over a decade. With a degree in Business Admin and numerous industry certifications, Martin leads a team of IT professionals that provide third party support for clients. Originally starting a company to offer web development services, Martin quickly realized that clients wanted the entire spectrum of technology services. When Martin is not at work (which is not often, since his company offers 24/7 support), he is busy at home spending time with his family.

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