We all love stories about great customer experiences. Stories that tell us about outstanding employee’s performance, their devotion, kindness and care. Companies do their best to go above and beyond and provide an extraordinary client service. They want their consumers to be happy, because they want to have them back.
Here is another story about outstanding performance of an employee but it has an unusual ending. This story took place in one of the bookstores in UK when a customer was looking for a particular book for her son. He really wanted to get it for birthday.
When a customer entered the bookstore and explained what she wanted, the shop assistant checked the computer base and saw that there were some books but they were still packed. She went to find them; however, she couldn’t find any for some reason.
What a bummer! Seems like nothing can be done about it, right? What do you think the shop assistant did? She contacted another bookstore and asked them if they had the book. She actually reserved the book for the client and explained her how to get to the competitor’s bookstore.
The only thing a customer had to do was to go there and pick the book up. True, the bookstore we are talking about did not make the sale on that very day but what do you think of the whole situation? The shop assistant wasn’t focused on this single transaction – she really cared and wanted to help. This wins clients’ commitment. And this happened in this case - the customer became the absolute fan of that bookstore and told this story to number of friends. And this results in your company’s revenue. So, as you can see, sending your customers to a competitor is not always a bad thing to do.