In a marketplace full of competition, every business – no matter how mundane the product or service – must find ways to:
Surprise and delight customers.
The other day I was a customer who experienced one of these moments. It was a Saturday morning when I was upgrading my Microsoft Surface laptop to Windows 10 and ran into some questions that made me call support.
My call was promptly answered (surprise!) by a woman who logged into my computer remotely, intelligently answered my questions and then said the part that blew my mind. “I want to make sure your installation goes smoothly so I’m going to stay on the line until it’s all set.”
Wait a minute…did she miss the part that I’m installing a new operating system? It takes hours for all those files to do their thing, even on a good day! So I pointed this out.
“That’s okay,” she said. “Just put me on speaker phone, hit the mute button and go about your day. I’ll take care of it. You can check in with me any time and I’ll still be here.”
So I did. First I took a shower, dried my hair, made breakfast. Then I cleaned the house. Every once in a while I went back to the phone and said hello. She was always there, never had the line on hold. I lost track of how many hours went by. Occasionally she asked me to reboot the computer. Eventually I returned and asked, how’s it going?
“You’re all set, I was just waiting for you to come back to let you know,” she said, like it was no problem, that I could have run out to the store and she would have waited cheerfully.
“Thank you,” I said. “That was amazing!” And it really was. With my computer handled by Microsoft – for free, and my chores all done – by me, I could go about the rest of my day. I was absolutely delighted.
In any business, every interaction – no matter how long or short – is an opportunity to surprise and delight the customer in big or small ways.
Be delightful – and have a sunny day!
P.S. “Your most unhappy customers are your greatest source of learning.” Bill Gates