Carrie has a 50+ hour a week job, and – financially – she does better than many. She’s in the media, but she doesn’t like everything to be public. Carrie’s a real person with real issues and real needs and real gifts, as well.
One day, her best friend, the person that knows her best as well, asked Carrie a simple question: Why do you give so much to other people?
You see, Carrie has paid people’s rent when they were in a tough position. She has paid others’ medical expenses and taken care of other life necessities. And typically the only person that knew what she did was the person she was helping. Sometimes she helped others anonymously, so even that person did not know.
Her best friend knew of Carrie’s giving because she pieced it all together, story by story, understanding how all the people helped somehow had some deep or tangential relationship to Carrie. So, the friend asked Carrie the question, and Carrie gave the answer.
Carrie said: I always like to put in deposits because it’s the right thing to do, and I’m able to do it. But also, I know, someday I’m going to have to make some withdrawals, and it’s probably going to be easier to make some withdrawals if I’ve built up a bank account of goodwill.
That’s a long story to make a short point about customer service.
When we do the bare minimum for the customer, we are providing a product or service. We are giving them the commodity they’re purchasing. But when we do a little bit more – when we give them a little bit more time, when we show them a little bit more patience, when we reach out to them just to check in even when it’s not really necessary – We are making deposits.
And every business at some point in time is going to mess up, where our action or inaction will be a withdrawal from the account we have with that customer. So, let’s give a little extra at every opportunity, and maybe when we make a mistake, the customer will be fine with us making that withdrawal.
Keep making deposits with your customer.