How to Really Go the Extra Mile?

This week’s blog comes courtesy of 16best, a company that specialises in providing information on the 16 best products available based on their research. Karthik Reddy, 16best’s Community manager, approached me with a very interesting infographic, they had developed, that I thought was well worth sharing. It is all about outstanding customer service and I think you’ll like the 23 amazing customer service stories this infographic covers. Great to share with your team and see what you could do to be at this level.

Over to you Karthik ……..

When you think about sterling customer service, does your mind automatically go to the latest batch of promo codes you received? Probably not. While we like getting discount codes, it is seen more as our right as clients. We know that the business is encouraging us to come in and spend money, so it’s pretty standard stuff.

Run of the mill customer service is also seen as the bare minimum. So sure, the waitress got everything right, the food tasted great, and it came out on time, but is that going the extra mile?

To be honest these days, you have to do something pretty special to really get noticed – while most clients appreciate good service, they are quite blasé. They are used to great service, so exceeding expectations becomes more challenging.

Take, for example, the story of Nordstrom in Anchorage – it’s worth paying attention to because people still talk about it four decades later. A man had bought a set of tires from a shop that was subsequently taken over by Nordstrom.

The man decided to return the tires but, by this time, Nordstrom had taken over. For most, that would have been the end of the story. Except that the store manager allowed him to return the tires and they gave him his money back. Now that’s the kind of service that turns heads!

For more examples of great service, check out our infographic below. You will see that there is one basic common thread with all of the stories. The client was treated with kindness, not just as if they were a number.

Sometimes this meant that the company was left out of pocket but, at the end of the day, the service left an indelible print on the client. Imagine the guy who received a refund from Nordstrom even though he didn’t buy tires there. How many people did he tell? And won’t he be a loyal client for life?

Click here or the image below to read the rest of these awesome customer service stories.


Roger Simpson – CEO, The Retail Solution and Author of “The Ultimate Retail Sales Experience” With over 35 years’ industry experience, Roger Simpson is recognized as Australia’s #1 Authority on customer ROI in the retail industry and as a global expert on staff coaching, customer service, and selling skills.