Episode 435： 10 Best Customer Service Experiences
Episode Stats
Words per minute
209.9091
Harmful content
Misogyny
16
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Hate speech
2
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Summary
In this episode of Valuetainment, Patrick talks about the 10 best customer service experiences and how you can apply them to your business to get your customers coming back for more and to give you more referrals. The first story is from a book called "The Hero Effect" by Kevin Brown. The second story is a Disney story about a father who takes his son, who is autistic, to Disneyland.
Transcript
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I feel I'm so close, I could take sweet victory.
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Yeah, why would you bet on Goliath when we got Bet David?
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This world of entrepreneurs, we get no value to haters.
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This is Patrick, with the host of Valuetainment.
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Today, we're going to talk about the 10 best customer service experiences,
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stories that you can hear about, and how you can apply it to your business
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and to get your customers coming back to give you more new referrals.
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The first story I'm going to tell you is out of this book called The Hero Effect by Kevin Brown.
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Our home office right now, they're all reading this book
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because everybody's working on customer service in 2020.
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So having said that, while I'm reading this book, I'm talking to Mario.
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We're talking about one of the stories in the book has to do with Disney.
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It's a story of his son, Josh Brown, who is autistic.
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And at seven years old, his son finds out about Disneyland,
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and he falls in love and falls in love about the Disney stories.
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At nine years old, he decides to take his son to Disneyland.
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Terrible attitude this waitress got to the entire family.
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Just at all has no tolerance for customer service.
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And like, listen, my son, he'd like to have apple pancakes.
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You know, just blow them off, and then goes off.
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Then all of a sudden, the executive chef shows up.
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The executive chef shows up and says, listen, Josh, what can I get you?
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And Josh says, I'd like to have apple pancakes.
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I kind of know how you like it to be made, but we don't have it.
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They bring the regular breakfast, all good to go.
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You know, like, why was the attitude of the waitress so bad?
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You're living in the happiest place, or you're working at the happiest place, honor.
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They leave, kind of messing with their head a little bit about the customer service that
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Waitress comes, sees their face, walks off again.
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But the executive chef sees Josh Brown and says, oh, that's Aunt Bea.
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She says, hey, what would you like to have for breakfast?
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I thought you don't have apple pancakes on your menu.
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Goes back, cooks it, brings it back to the kid.
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They go back to this place spending money just because of one person.
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Bea, executive chef, ends up leading 200 employees.
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And gets promotion after promotion after promotion.
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You've heard the saying, no one remembers normal.
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So this kid has all this money that comes in that he gets for Christmas.
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He decides to go and buy the Ninjago Lego kit for himself.
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And then one day, him and his father are going out.
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I say this to my kids all the time so I understand what the father's doing.
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So he takes the Lego with him, Luca, and they go and he ends up losing it.
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Luca's disappointed because this was his Ninjago that he bought with all the money that he saved.
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He decides to write a letter and send it to Lego.
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Hello, my name is Luca Apps and I'm seven years old.
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With all my money I got for Christmas, I bought the Ninjago kit from Ultrasonic Raider.
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My daddy just took me to Sainsbury's and told me to leave the people at home.
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But I took them and I lost Jay ZX at the shop as it fell out of my coat.
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Daddy said to send you an email to see if you will send me another one.
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I promise I won't take him to the shop again if you can.
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He told me to tell you, Luca, your father seems to be a very wise man.
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You must always protect your Ninjago minifigures like the dragons protect the weapons of Spin
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Sensei Wu also told me it was okay if I sent you a new Jay and told me it would be okay
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if I included something extra for you because anyone that saves their Christmas money to
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buy the Ultrasonic Raider must be a really big Ninjago fan.
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So I hope you enjoy your Jay minifigure with all his weapons.
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You will actually have the only Jay minifigure that combines three different Js into one.
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I'm also going to send you a bad guy for him to fight.
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Just remember what Sensei Wu said, keep your minifigures protected like the weapons of Spin
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They spoke kids' language, Luca's language, seven years old.
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They protected the dad and said, always listen to dad.
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And they still allowed his imagination take place by thinking the emails coming from Sensei
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Imagine what that does to the kid and imagine what that does to the father.
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Now, how many emails do you think they get every day?
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How many people do you think contact them every day?
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These types of stories, somebody may say, well, Pat, is there really a currency to it?
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Somebody may look at this and say, Pat, I'm not really sure if there's a way to monetize
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I can tell you one thing, the person who is doing this and responding back, that person's
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Maybe not the company's value goes up, that person's value goes up because the customer
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The next one is the famous, legendary story of Nordstrom's, how this man one day decides
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So then later on, they go and verify this with the president of Nordstrom's, okay?
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They go to Eric Nordstrom and they say, did this story really happen?
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And they say, yes, this actually did really happen.
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You mean to tell me one day a man comes in with two tires and says, I bought these tires
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I know we have a return policy, but you took back tires, you don't sell tires.
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The story's from the 70s because at that time, we bought several tire stores in Alaska
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And at the time, former customers who bought the tires from the building that used to be
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So we said, look, since we bought the tire shop and it used to be a tire shop, we'll take
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They took the tires back and they give these customers money for tires.
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We're talking 50 years of marketing for Nordstrom's just because of customer service.
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How do you monetize how much marketing value that has brought?
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How many articles have been written about that?
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That's what you call the power of customer service.
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You can't put a dollar to it, but the amount of marketing it brings is absolutely amazing.
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Here's a guy that sees an older man walking out of Wendy's, and he decides to use the umbrella
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to make sure he goes to his car without getting wet, and he's using that.
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You don't have to do something significant for people to remember it.
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Here's another picture of an employee working at Target, and you notice this kid right there
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that he's got the shirt and the tie, the employee of Target is helping him look better to go
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Of course you're going to remember a story like this.
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One time in Pennsylvania, this 89-year-old man is trying to get some food, but it snows
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And he wants to go buy food from Trader Joe's, but he can't because he snowed in.
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He says, listen, my father's 89 years old, he's trying to get some food, but he can't.
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I just wanted to call you, see if there's anything he can do about this to see if we
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I know you don't deliver, but we'll pay for it.
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So the lady working at Trader Joe's says, listen, don't worry about it.
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I'm going to go ahead and deliver whatever your father wants.
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Just give me the list, and don't even worry about having to pay for it.
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They deliver everything her father wanted within 30 minutes from Trader Joe's, and the father
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Again, another story where somebody's going to remember.
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This is another story of somebody who goes to Morton Steakhouse, is on a flight.
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He sends a tweet saying, you know, I arrived at the gate by this time.
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It'd be great for me to get a steak, you know, and I land at this time, this airline.
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He arrives, leaves the gate, Morton Steakhouse is waiting outside with the exact steak he
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Post a picture, became a whole frenzy on social media.
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Morton Steakhouse, as well as the people that are working there.
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Again, it's going above and beyond what the other people are doing.
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My CFO used to be working at Ritz Carlton for a long time.
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Their customer service at Ritz Carlton is absolutely impeccable.
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I was at this Ritz Carlton at Rancho Mirage two nights.
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I was there once last week, came back, and I was there just yesterday.
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And I got to tell you, anytime I go to Ritz Carlton, very predictable, great customer service.
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And I have endless stories of my CFO that I have to hear from on how incredible customer
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The kid leaves his stuffed giraffe, which is the one he goes to sleep with, at the hotel.
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Father calls back saying, listen, my son left his stuffed giraffe there, and I really got
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If you got a kid that has a stuffed animal, you know how it is to them.
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Ritz Carlton doesn't just send it back to them.
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They send the kid, the stuffed giraffe, back with the book saying, while your giraffe was
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That may cost an additional 20 bucks, an additional 45 minutes of doing that, but the story lasts
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If Jeff Bezos gives away $95 million to an organization, they'll say he didn't give enough.
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If Amazon goes out there and wants to create jobs, they'll say it's not enough.
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Today, maybe this may be a good thing for them.
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One time, this father buys a PlayStation for his kid, and he wants to get it for his kid
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So they deliver it, but they drop it off at the front, and someone steals it.
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He calls Amazon saying, somebody stole this PlayStation from front of my doorstep.
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He's trying to convince them that this took place.
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Amazon finally says, listen, let us see what we can do.
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It's not thinking Amazon's going to do anything.
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Next thing you know, Amazon decides to send them another PlayStation.
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No cost for shipping and handling, and they deliver it to him before Christmas Day.
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The father starts talking about it with everybody.
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This is, again, a small little thing they had to do.
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Amazon can't afford to do something like this, but the story lasts a lifetime, and that's
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Last but not least, at Starbucks, there's this lady that works at Starbucks.
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She feels bad because she can't communicate with him.
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She ends up part-time on the side learning how to speak sign language just to communicate
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The customer comes back saying, I cannot believe a Starbucks employee took the time to learn
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And you're looking at this saying, should I be talking about customer experience?
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Not just customer service, customer experience.
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This is all customer experience stories I'm sharing with you.
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Every time we had, we would, at one point I would have an initiative saying, listen, here's
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We walked into people who were clients of ours and we did a giveaway.
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We walked into five clients' workplaces, surprised them and saying, you're going to Disneyland
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on us because that's what they want to do for their kids.
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We would find that their wish list just to give them that kind of an experience.
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Our employees have the ability to talk to one of our agents or our clients and say,
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hey, I noticed this birthday's coming up or that thing's coming up.
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They have the budget to send them a gift if they want to.
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Because these small little markers are the differentiators between somebody who wins
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loyalty with their customer and somebody who doesn't.
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So if you're the entrepreneur running a business today, remember this, 40 years ago, 30 years
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ago, even 15 years ago, you could get away with somebody saying bad things about you.
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Today everybody has Yelp, all these other things that they can go say stuff about you, right,
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It is more important today to give an incredible customer experience to your customers than ever
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You may be saying, Pat, I'm not an entrepreneur.
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I'm on a flight yesterday from American Airlines, back from Palm Springs, right?
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She's looking at me, not saying, how are you one time, okay?
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The employee behind her is like, hi, how are you?
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Because American Airlines has somebody that's doing the right thing.
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That's all I could afford to pay her because at that time, she was giving me a few hours
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She was a single mother at the time, and she was doing this on the side to help me out.
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Then all of a sudden, I'm working with her, and I start getting stories.
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And she's not telling people to tell me this story.
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Everything with Alexis, because it's so hard to find a person like Alexis.
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She owns a piece of the company, and she officially got promoted to director.
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Because her company, Alexis Moody Incorporated, the value went up because of what she does
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And CEOs, entrepreneurs, say I don't notice what she does.
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Say I'm a CEO that doesn't take care of her.
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Say I'm a boss that doesn't take care of her.
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You don't think the thousands of people she's treated royally are going to say, Pat doesn't
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Her service is that good, and she deserves this much love for what she does.
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As an employee, salesperson within a company, pay attention to it because it increases your
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Become a better person when it comes to customer experience.
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And by the way, if you haven't already subscribed to Valuetainment on iTunes, please do so.
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And if you have any questions for me that you may have, you can always find me on Snapchat,
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And I actually do respond back when you snap me or send me a message on Instagram.