What's new with Darcy: Can you hear me now?

The Queen of Survival

Darcy Keith

What's new with Darcy: Can you hear me now?

Can you hear me now?

Happy New Year!

Snow was falling when I filed into the AT&T company store at the outdoor mall near our home. My Blackberry had suddenly given me a “white screen” (frozen up) while perusing e-mail and didn’t work the rest of the day. Relying on my Blackberry from which to operate my business when not at home, I made a mad dash for the nearest AT&T company store at my first opportunity.

I was greeted warmly by sales associate Ryan, and he took a look at my Blackberry. To make a long story short, I had to get a new one. According to their computer system, my account didn’t have insurance for a new phone. However, I informed Ryan that I could produce a receipt which showed that I did purchase insurance when I bought the phone. Now, some business folks could disagree that taking a customer’s word over what a company has in the digital records may not be good business practice, but Ryan and his manager took my word that I could produce the receipt detailing the insurance coverage purchase. Well, that and I have all of my phone, cable, satellite, and internet business with AT&T.

Ryan went the extra mile in listening to my need and worked towards a solution, though the solution wasn’t within his “authority” - he gave me a new phone with what appeared to be no record of insurance. He worked towards a solution with me, set up my phone, and even wrote down a website where I could create my own custom ringtones.

I walked out of AT&T as a very happy customer not only with a new Blackberry, but also with a new touch screen phone for my husband (a Christmas present), complete with insurance for his phone and a phone accessory case. Great customer service on Ryan’s part turned an unhappy customer into a very satisfied customer who bought additional products and services.

What is the lesson in all of this? If we listen to our customer's problem, work towards a solution, and go the extra mile, we not only we gain a satified customer, but a loyal and repeat one in the process.

By the way, I returned the next week, with receipt in hand from the AT&T distributor who had sold me the phone and the pricey insurance plan.

Until next time, be your best always,

Darcy