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Customer Service

Holy Smokes! Talk about customer service!

I was kind of lost in thought for a bit today thinking about customer service. I tried to remember the last time I experienced really great customer service. Think about that for a second. When was the last time you experienced really great customer service? Where were you when you experienced it? How good did it make you feel?

After giving this some thought, I can honestly say I do not remember the last time I received really great customer service. Most of my fairly recent customer service experiences have been just ok. Nothing really stands out. The thing that does stand out is when I receive customer service that is designed to be great but comes off a little fake or forced. I think this mostly happens in restaurants and places where employees receive commission. But why? Is it because caring takes a great deal of effort? Is caring hard work? I actually believe the exact opposite. I believe caring is easy when it’s genuine. Its only hard when youre trying to fake it. I think weve all had our moments when we had to fake it a bit, and thats ok, as long as it only happens once in a while.

I think great customer service is a byproduct of caring. When you truly care about something or someone the people around you can tell its genuine. Contrarily someone can also sense when you pretend to care, or if youre trying to fake it. When you talk to or interact with your vendors how does it feel? Do they care or does it seem like they are trying to give the appearance of caring? Heres the thing about faking it, they can only continue the façade for a short period of time before their real feelings start to surface.

You hired your vendors to do a specific job, but you also hired them to care. They should care about all of your concerns and problems, not just the ones that are easy to solve. As you vendor we should genuinely care about you, your future husband, and your special day. Awesome customer service is a responsibility that comes with the privilege of being hired to provide you with a product or service on your wedding day.

I was listening to the radio recently and heard a story about Twitter and Morton’s Steakhouse. The radio personality didnt go into great detail about the story but my curiosity was peaked from the little I heard. I remember thinking there has to be a “catch”. Something doesnt sound right, did a company like Mortons really do what this radio personality said they did. Once I was able to get in front of a computer I did a little research so I could get the whole story. I found several sources on-line and they all said the same thing. Here’s the story from gizmodo.com by Casey Chan:

“Peter Shankman, an angel investor, was hungry right before he boarded his flight. So he fired off a tweet jokingly asking Morton’s Steakhouse to meet him at the airport with a porterhouse steak when he landed. They did.

It’s an unbelievable story that only gets more unbelievable once you hear the details. Shankman was tied up in meetings that day and had a flight home that would have pushed his dinner later than he’d like. So he tweeted about it, asking Morton’s to meet at the airport with a fat juicy steak.
His flight was only two and a half hours long! The closest Morton’s was 24 miles away! The man who greeted Shankman at the airport was wearing a tuxedo! (think about that, imagine that guy driving half an hour in a tux with a porterhouse steak in the backseat for a complete stranger.) Inside that Morton’s bag was a 24 oz. Porterhouse steak, an order of Colossal shrimp, a side of potatoes, bread, two napkins and silverware. Everything had to go right for Shankman and Morton tuxedo man to meet and Morton’s still thought it was worth it to try. A company that cares about customers, what about that!

For the record, Shankman is a frequent customer of Morton’s (and a man with over 100,000 followers on Twitter) but these are the sort of mini-awesome-miracles that couldn’t have happened without Twitter. What an awesome story, I’m totally going to tweet at every restaurant I can think of before I fly now.”

All I can say is “WOW!” This is awesomely crazy good customer service! Now ask yourself this question, “Would my vendors give me the same awesome customer service?”

Your wedding day is YOUR wedding day. You deserve the highest customer service imaginable from your vendors don’t you? Is that what you’re getting? No matter what stage of the planning process you’re in, your vendors should be ready, willing, and eager to meet you at the airport with a Porterhouse.

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