How Extreme Client Care Differs from Customer Service: A Case Study

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You go to the store and, after looking a bit, purchase a new television set. You arrange delivery and set up and soon, it’s sitting in your living room.

Sitting down with a sigh of relief, you turn it on and realize it’s not wi-fi enabled. Something which would make life much easier and you wish the clerk had asked you about.

You call the store and they agree to swap it out the next day and waive the restocking fee as you pointed out that the clerk never offered wi-fi and the new tv is, in fact, a higher end purchase.

That’s good customer service.

Now imagine the following:

You receive a call from Joe at 1-2-3-TV who “remembers” that you bought your last television over 5 years ago and work from home. He’s calling to tell you that they’re having a special on wi-fi enabled televisions and thought you may be interested given the amount of time you’re likely on the computer.

He’s picked out 3 models that meet your usual standards, based on purchase history, for size, quality and price and wants to know if you’d like to schedule a time to come down and check them out while the special’s still happening.

You’re surprised, but happily as you’ve been thinking you need a new television. So you agree and go down to the store.

When you walk in, Joe greets you by name and offers you a bottled water.

He asks you if anything’s changed in your viewing habits or needs to ensure that he’s got the *right* TVs for your review.

After reviewing the televisions and asking Joe questions, you pick the one you want and arrange delivery and setup.

Before you leave, Joe thanks you for your purchase and hands you a “cheat sheet” he’s personally created on how to use the controls, access the wi-fi and other goodies about the tv that likely would have had you pulling your hair out trying to manage.

That’s Extreme Client Care™.

See the difference?

And, realistically, all it took was a simple database with your info and a tickler/follow-up calendar. Imagine the difference in revenue.