You hear so often about “customer no service” on my show. But when a company delivers “customer yes service,” I want to highlight that too.
My son Grant turned 6 recently and one of the things I got him for his birthday were Fatheads, which are these neat life-size stickers of different sports stars.
Fathead had a clearance sale of stickers that went must have been sitting around unloved, mostly of sports stars who have been involved in scandals of one kind or another. So you know I was buying! I ordered three stickers in total for Grant:
- Former New Orleans Saint Reggie Bush (reduced from $119 to $12)
- Some guy who was formerly a running back for the Kansas City Chiefs
- A NASCAR guy (reduced from $119 to $12)
As you can tell, I know very little about popular sports stars! When the shipment came, the car driver was missing. So I called customer service, but I didn’t really expect it to go well.
As I was talking with a woman in customer service, I could tell she was sizing me up. She was asking me all these questions about NASCAR to determine if I was trying to scam Fathead into sending another sticker or if my complaint was legitimate.
I know nothing about NASCAR. In fact, at one point, I identified the driver as somebody who I thought was named Jackson Hewitt. When the woman told me that was the sponsor of the car, not the guy’s name, I said, “The tax prep people?!” “Yes,” she replied laughing.
That’s when she realized I was not a scammer. The woman was kind enough to pick out a random NASCAR replacement and send it to me. Sure enough I’ve received it and given it to Grant.
In this case, this person on the phone was really judging me. (Does he sound like a scammer? Or is he legit?) My lack of knowledge about NASCAR was my truth serum and she took care of me. In customer service, the customer is not always right. There are times when somebody tries to get over on you. Yet the overwhelming percent of people are honest, decent and not trying to con you.
I’ve heard it referred to as the 97/3 rule. Ninety seven percent of people are honest and decent. The other 3%, well, not so much. But you shape your customer service policy for the 97%, not the 3%.