I have to upgrade my computer soon. I haven’t been looking forward to it since it will involve reinstalling tons of software and restoring files.
In the meantime, I thought I could take a short-cut to improving my computer’s lagging performance by upgrading my RAM.
Much to my chagrin, I discovered that they don’t make the particular memory my computer uses anymore. Buying from the manufacturer, it would be so pricey I may as well buy a new computer.
Alternatively, finding the obsolete parts online is like finding a needle in a haystack, and since I’m not a technical person nor someone who has ever bought anything on eBay, I’d have to place a lot of trust that the seller was legitimate and the parts in working order even if I did find them.
So I asked a group of colleagues if they could check around for me. One woman turned me on to a couple of website addresses of computer stores she had done business with in the past and highly recommended.
Since it was the first one she listed, I looked up JNCS.com.
Oy vey! It was “Z91E” this and “Asus A8N32 SLI Deluxe” that.
Needless to point out, I am a complete dolt when it comes to computer technical stuff. I may as well have been reading Greek or trying to interpret hyroglyphics. So I called their 1-800 number and reached a fellow who introduced himself as Scott.
OH-MY-GAWD!!! I had the most “Wow!” customer service experience, I (almost) can’t even tell you.
Scott answered all my idiotic questions with not a hint of impatience or condescension at my ignorance, and went above and beyond that to give me a wealth of information in such easy to understand terms.
I felt like I’d just received a degree’s worth of knowledge in this one phone call with him, and all the bits and pieces of technical info that had been scattered in my brain that I never truly understood lo these many, many years suddenly got the synapses connecting and it all made sense.
And not once did he act like he had better things to do or was in a hurry to brush me off. You know how some places are like that? They can’t be bothered with phone calls even though we are customers just as if we were standing right there in the store, and sometimes even then they can barely tolerate taking the time to talk with you.
He was so nice, friendly, polite and engaging. His attention was fully in the conversation and nothing was distracting him. That kind of personal attentiveness and quality service is just so hard to find anymore these days.
And once I got off the phone, I didn’t feel the need to talk to the other place, even just for the sake of comparision. I had just experienced such stupefyingly uncommon excellent service that I would have gotten on a waiting list to do business with this guy if need be, and probably even paid for the privilege of doing so – not the other way around.
And not once did it occur to me to wonder if he was the cheapest. I know I’m not going anywhere else when I need the services this fellow offers. And he’s on the other side of the country from me on top of it!
Now that’s sales and service when they make you not even consider the competition.
That kind of superior helpfulness and courtesy is the most simple, effortless, cost-free rapport-builder you can extend to both clients and prospective clients alike.
Think about it. This guy made such a favorable impression on me that here I am writing about it on my blog. Free press, free marketing, free advertising reaching who knows how many people all over the country from someone who hasn’t even done business with him yet.
It’s a lesson that all businesses can learn from.