I woke up on Sunday morning to a flat rear tire. Not fun. So I called up the all-time best car insurance company in the world, USAA and had their roadside assistance come on out and fix it. When the call connected, before I could get any words out of my mouth, I was asked, “Are you safe?”
Sure they were going to come fix my tire. Sure it was their job. But they were concerned about my personal safety first and foremost. This is a huge insurance company, mind you.
Needless to say, they continue to impress me.
But it got me thinking about how it’s those unexpected surprises that can really go beyond what a great identity is all about. Everyone hangs their hat (or at least tries to) on customer service. And the words have just about lost all meaning. Greg Cordell once spoke to us about the Reward part of FIRE (Fascinate, Inspire, Reward and Engage) and how sometimes the best reward – and the simplest – you can ever give you customers is a smile. Maybe today is the day that you try to go beyond the status quo and reward someone you come into contact with for absolutely to reason other than they are your customer.
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About Me
- Jeffrey Summers
- I am the expert you call when you need to learn how to increase top line sales, lower your operating costs, increase your profit margin, hire and train better managers and staff, evolve your operation into more and better ways of doing business, buy or sell a restaurant, improve your service, engineer (or re-engineer!) your menu, market your business better and less expensively, keep yourself from going nuts because you have no life anymore, open more and better restaurants, don't want to have to give up your first born child to pay a consultant and have more fun! My mission is to enhance the quality of life for my clients by providing the best products and services to help them achieve their personal and professional goals. I take great pride in my clients, my company, my commitment to service and the products I sell. I am a recognized expert in the hospitality industry with over 24 years of success at planning and executing strategies for delivering dramatic results, a former "GM of the Year" for 2 major, full-service, franchises, an Award winning Multi-Unit Executive with 2 of the largest restaurant chains in the U.S., published author, husband and father of two.