I love posters in Airports becuase they have to convey a simple idea to you very quickly. You’re walking by and the poster has about 1 second to capture your attention, communicate a message and make you remember it.
I saw this DHL poster in the airport in Berlin and loved it:
Ithink it’s the perfect summary of good customer service. I’ve made some customer service mistakes in my time, but the one thing I’ve learned is that you just need to practice saying “Sure, I’d be happy to do that for you.”
Real Life Example
This happened the other day with DropSend. I had a customer email me because he wanted to cancel his account. Well, one of the nice things about DropSend is that you don’t have to ask us to cancel your account. You can do it yourself by just going to the ‘My Account’ page and clicking ‘Please cancel my account’. Bam, your done.
I started writing this response:
Hi xxxx,
We’re sorry to lose you as a customer! All you have to do to cancel your account is login, go to the ‘My Account’ page, and click ‘Please cancel my account’.
All the best,
Ryan
However, after a second of thought, I changed it to:
Hi xxxx,
We’re sorry to lose you as a customer! I’ve cancelled your account for you.
Hope we can serve you in the future.
All the best,
Ryan
It meant I had to spend time logging into the DropSend Admin, searching for his account and clicking ‘Delete’. Time I didn’t want to spend, but looking back, I think it was important.
I never heard from that customer, thanking me for doing this. And I didn’t expect to. But hopefully it made his life a little easier.
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