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Extreme Customer Service? I’m Still Telling the Story

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Extreme Times Call for Extreme Customer Service

Customer Think Logo

I have never worked for FedEX, nor do I know anyone who has. . . . I wrote this because Meikah asked whether I knew any stories about extreme customer service and this is the one that I know. I know it because I lived it

The Flood

We stood on the deck of our second floor condo, watching the flood waters rise. The rains had caused the river to rise by 12 feet. It overflowed its banks, wiped out the highway, covered the streets, and was overtaking our parking lot. Word in the building was that we would be evacuated some time that day.

“We” was me, my husband, our 2 year-old son, and a 7-year-old cockatoo named Chicken.

Rescuers were coming, in rowboats on streets of suburban Illinois, to take us away from our home. The rain had stopped — not the flooding. We stood most of the morning on the deck watching the water rise and get closer. It was already up to the seats of our cars.

Deadlines Don’t Care About Floods

My husband and I were working freelance on a deadline project. One part was due that day at a publisher about 12 miles east of us. It couldn’t be late. It was part of a program costing $millions being submitted at state level. The state had no give to the cut off submission date.

My husband and I had the work done. We didn’t know how to get it there. Our cars were useless. We didn’t know where we’d be that night. We got the package ready in hopes of finding an answer before we were evacuated.

The FedEx Guy

About then the phone rang, it was a young man. “Excuse me, this is FedEX,” he said. “I have a package. Do you need it?”

The package was the next part of the same project. Who knew how it would find us, if we didn’t take it now? I said, “I’m sorry, but yeah, we really do need it.”

“No problem, Ma’am.” he said. “I’ll walk it over to you.”

I put the phone down and took my husband out on the deck. Coming through the water — at one point it was chest deep — was a guy in a FedEx uniform, holding a package above his head.

Our neighbors started cheering and applauding. The young man was smiling and waving. He made it look fun.

When the FedEx guy got to our door, we traded packages. My gratitude was all over him, explaining. He was all smiles still, saying it was his job. (I took his name. I wrote the company about him.)

Meanwhile, our neighbors had gathered everyone they could. The crowd was much larger when the FedEX guy left. As he opened the building door to go through the water, the applause started again.

FedEX man raised the new package high above his head and said very loudly, “Fed EX we deliver. We pick up too!”

What a gift that guy was. Every one of us was worried about what was happening, what damage would be done, when the water would stop. FedEX man did more than deliver a package. He walked right through the scary water to us, smiling.

He got us to laugh.

THAT is extreme customer service on every level.

That happened almost 20 years ago, and I’m still telling the story . . .

–ME “Liz” Strauss

Related articles
Service with a Smile
How Was Your Day as a Customer?
Just Say YES!
Customer Think: Saying Things without Talking

Net Neutrality 9-24-2006

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Net Neutrality Links

I’m adding this link to the Net Neutrality Page.

Pro-Net Neutrality Nuggets Are Buried in Verizon’s Poll

On behalf of the Net Neutrality community, I’d like to thank Public Opinion Strategies and the Glover Park Group for their recent survey on Net Neutrality. And a fine piece of work it is. On one hand, some of the poll was so over-the-top that it’s easy to discredit. On the other hand, if you look a little deeper, it appears that the Verizon-sponsored work not only bolstered our case, but provided the seeds to start a wider discussion of a new broadband policy for the country.

[ . . .]

There is a common theme through the first three crucial questions.

The first question — “How important is it to you that (Insert State) residents have a choice of service providers when it comes to cable TV – in other words, that there is more than one company to choose from?” In the overall survey of 800 voters, 73 percent said the choice was “very important Separate surveys from 400 voters in Pennsylvania, Ohio and Missouri had similar results.

The second question — “How interested would you be in having more companies to choose from for your cable TV service?” The response was that 50 percent were “very interested” and 26 percent were “somewhat interested.”

For the third question, a multiple choice one, 56 percent of those surveyed said more choices would bring about lower prices, 50 percent said better customer service (not exactly a vote of confidence) and 40 percent, new technologies.

The central theme, and what these questions show clearly, is that consumers want choice. Let’s look at this on two levels. Consumers want choices in Internet applications and services. They don’t want a telephone or cable company deciding for them what Web sites or applications will function better than others. They don’t want a telephone or cable company cutting an exclusive deal . . .

We can look at the choice issue in another way with a word substitution. Imagine if the question read: “How important is it to you that (Insert State) residents have a choice of service providers when it comes to high-speed Internet service – in other words, that there are more than two companies to choose from?” Or what if the second question read: “How interested would you be in having more companies to choose from for your high-speed Internet service?”

[ . . . ]

Once upon a time we had a flourishing, competitive Internet industry, with thousands and thousands of Internet Service Providers. Little by little regulatory decisions . . . whittled the once-flourishing industry down to next to nothing. Most of the country has no choice in broadband. Some places don’t have broadband, and won’t for the foreseeable future.

–ME “Liz” Strauss

Related
NET NEUTRALITY PAGE

Thanks to Week 48 SOBs

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muddy teal strip A

Successful and Outstanding Bloggers

Let me introduce the bloggers
who have earned this official badge of achievement,

and the right to call themselves
Successful Blog SOBs.

I invite them to take a badge home to display on their blogs.

muddy teal strip A

Because Netiquette Matters

Notebook Web of Cedric Giorgi

friendly bit

Pig Notes

Small Business Blogging Scout

Spirit in Gear

Whimspiration

They take the conversation to their readers,
contribute great ideas, challenge us, make us better, and make our businesses stronger.

I thank all of our SOBs for thinking what we say is worth passing on.
Good conversation shared can only improve the blogging community.

Should anyone question this badge’s validity, send him or her directly to me. This award comes with a full “Liz said so” guarantee. It is endorsed by Kings of the Hemispheres, Martin and Michael, and backed by my brothers, Angelo and Pasquale.

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Want to become an SOB?

If you’re an SO-Wanna-B, you can see the whole list of SOBs and learn how to be one by visiting the SOB Hall of Fame. Click the link or visit the What IS an SOB?! page in the sidebar.

–ME “Liz” Strauss

Bookcraft 2.0: Find a Book in Your Archives the Way a Publisher Would

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Bookcraft 2.0

books

When his talk was over, the questions were answered, and so many copies of 10 Ways to Make It Great!were sold and signed, Phil Gerbyshak and I left the elegant Chase Tower, Chicago, for a restaurant. Through the course of the afternoon we dreamed up a service for bloggers and speakers, who wanted to put their hard-written content to work. It was a cool idea that fit my skill set. It got named Bookcraft 2.0 — a way to repurpose existing content into a book the way a publisher would.

Here is what you should know about this series/case study, Bookcraft 2.0, going in:

    1. This series is crafted so that you can look over my shoulder as we repurpose content into a printed book. We’ll discuss every step in the evolution from pile of blog posts to finished book.

    2. Phil’s Archives will be the content.

    3. I’ll identify approrpiate content that Phil approves, and we’ll make a book.

    4. I’ll write a series about each step so that everyone can watch what we do. This, of course, is the first entry in the series.

    5. The series centers on making a print book from existing content. A print version easily can be offered as an ebook. The reverse can be significantly harder.

    6. I might forget to name or detail some decisions. If you have questions, please ask. I’m happy to explain what I do or how I do something.

Now let’s check Phil’s archives for book ideas. Think we can find one? two? three?

Checking Phil’s Archives

Bookcraft 2.0 began this week, and I’m delighted to report it’s progressing as expected. Here’s what has happened so far.
[Read more…]

Net Neutrality 9-23-2006

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Net Neutrality Links

I’m adding this link to the Net Neutrality Page.

Congress is clueless about the internet [via The Blog Herald]

So why am I not worried?

Because soon the next generation of elected officials are going to be people my age, people who grew up with the internet, people who instant message their friends. In the next 10, 20, and 30 years the people that are elected to office are going to be people who “get” the internet, people who understand why net neutrality is important.

Laws aren’t irreversible. In 25 years the justices on the supreme court will understand the internet – they can say that laws enacted today are unconstitutional. The people who grew up logging into Facebook and checking email will be more powerful.

The next guy in charge of the RIAA might understand why downloaded music isn’t such a bad thing. . . .

–ME “Liz” Strauss

Related
NET NEUTRALITY PAGE

SOB Business Cafe 09-22-06

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SB Cafe

Welcome to the SOB Cafe

We offer the best in thinking–articles on the business of blogging written by the Successful and Outstanding Bloggers of Successful Blog. Click on the title shots to enjoy each selection.

The Specials this Week are

Working at Home on the Internet wants to show you how to help readers get around to look at more of your pages.

The Instigator Blog is ready to demonstrate how to make those incoming connections feeling great.

Deep Jive Interests is getting to the how-to of how-to-ness.

You’ll see mythbusting in action by Success from the Nest.

The Myth of the Sleeping Baby

The Blog Columnist has a clinical how-to for that addiction we know you have.

Related ala carte selections include

emoms at home will demonsrate how to enlarge your ego to critical mass through blogging.

How to Dangerously Inflate Your Ego Via Blogging

Sit back. Enjoy your read. Nachos and drinks will be right over. Stay as long as you like.
No tips required. Comments appreciated.

Have a great weekend!

–ME “Liz” Strauss