- Tom Vander Well, executive vice president of c wenger group, is a recognized customer service authority in the contact center industry.
Every once in a while I come across a businessperson who understands that there's a certain karma to customer service. I constantly hear customer service managers and representatives citing the Golden Rule as a foundational principle of customer service: "Do unto others as you would have others do unto you." Treat customers the way you want to be treated as a customer. It's a great standard for all of us. It works.
There is however, a further principle that I occasionally hear customer service artisans cite. It's the "extra mile" principle:"If someone asks you to go one mile, go with them two." I don't hear this as often. It is a trickier principle. It requires discernment to hold the tension between "going the extra mile" and not "giving away the store." Those who do it well, however, know and experience the karma of customer service. Sometimes you have to give to receive. I recently met a businesswoman who knows this well.
I'm writing this post from Kauai, where I'm spending a little time on vacation with my wife. While preparing for our trip I had one thing I really wanted to do while in Kauai. I wanted to take my wife sailing on the ocean. I didn't want the commercial touristy sail excursion where they herd 50-100 people onto a giant vessel and pour pre-made Mai Tais from plastic pitchers as the "sailboat" is actually motoring along the coastline. I wanted to really go sailing on a small sailboat with a person who knows and loves sailing. So I started with a Google search.
As I scanned all of the common tourist sites I kept paging through, looking for someone who might help me find what I was looking for and wouldn't try to herd me into a prepackaged tour. Well down on the list of websites I found Kauai by Stephanie. Stephanie said right on her page that she wanted to help arrange what I wanted to do. So I emailed her with my challenge.
I had a reply within hours, and Stephanie made it very clear that my request was outside of what she could do business-wise. She is confined to working with all of the certified local tourist vendors, and there was no vendor who provided what I wanted. Having said that, she told me that she really wanted my wife and me to have the experience we desired. Despite saying that she would make no money on this deal, she said, "I'm working on it," adding "It will be my pleasure to help you have the experience you want." I asked Stephanie to go a mile for me. She offered to go two.
A few hours later Stephanie emailed me back with the name of a local who might be able help me. At that point, it was on me to make contact and negotiate a deal. Nevertheless, Stephanie even followed up with me after we'd arrived on the island to see how things were going. Long story short, my wife and I spent four hours on a 36-foot catamaran sailing through the ocean swells and watching the sun go down over the Na Pali coast. It was wonderful.
Stephanie went the extra mile for me. It wasn't business, it was her pleasure. And yet it was business. It was good business. Stephanie understands customer service karma. A few emails. A phone call. She simply took a few minutes of her time to connect me with the right person and to follow up. She went the extra mile, asking nothing in return. I have to believe that she trusts it will come back to her someday, in some way. And it will. That's the way the extra-mile principle works. I blogged about it on my personal blog. I've told others the story. I'm sharing it with you. That's word-of-mouth marketing.
If you're going to Kauai, give Stephanie a call. She'll do right by you.