Guest Blog: Bad Gas in a New Generator
I like this blog post from my friend Chip Bell for a couple of reasons. First, the lesson about focusing on the relationship, not just the product or system is strong. Second, he mentions one of my favorite companies, Ace Hardware, one of the most helpful retail stores on the planet. – Shep Hyken
[image error]Last year was an unusual season for tornadoes in the South—several records were set for most tornados in a day, longest on the ground, most deaths in some states, etc. It made me glad I bought a gasoline-powered generator three years ago.
The generator was uncrated, filled with gasoline, and parked in the garage under a customized cover. When a recent round of summer storms produced a power outage, the generator was uncovered for duty. The generator was still bright and shiny like the day it was purchased! But, it failed to crank. Fortunately, the power came back on before everything in the refrigerator was in jeopardy.
When later I mentioned to the local Ace Hardware guy that I could not get my generator to start, he gave me a two-word solution…”bad gas!” At first I thought it was a crude joke! However, I learned I was supposed to change the gas in the generator every few months. Even with a fuel system stabilizer added, gasoline can go bad in a year or so making the lawn mower, weed eater or generator hard to start…or, impossible to start.
Too often service providers put “bad gas in a new generator.” They focus on ways to make their service functionally efficient, but forget it is the pleasant emotional experience that their customers remember. They implement CRM but forget the middle letter stands for “relationship.” They put in high tech self-service delivery process without any access to a high touch person should the system fail to work.
But, worse they take away the freedom to be innovative (good gas) from the frontline leaving them tasked to just obediently follow procedures (bad gas). Remember when the gate attendant or hotel front desk clerk made the call on the upgrades? Now, the computer gets to do it…based on points in a frequent flyer or frequent stays program. What was formerly a delight has become a customer assumption and therefore no longer value-added. In fact, customers are disappointed when they are not upgraded.
Have you ever heard a customer compliment your amazing computer or awesome procedure? It is people who make magic for customers. Let’s bring back unexpected customer surprise by providing all employees the authority, capacity and encouragement to deliver innovative service!
Chip R. Bell is a customer loyalty consultant, keynote speaker and the author of several best-selling books. His newest book is The 9 ½ Principles of Innovative Service. The book can be purchased at www.simpletruths.com; Chip can be reached at www.chipbell.com.
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