Recently, I’ve been on the receiving end of several acts of kindness. The first one was last week. On the way to the airport, the taxi I was in broke down. The driver radioed and a few minutes later another taxi (from another company) stopped. Bags were transferred and soon our journey to the airport continued. Arriving at the airport, we got ready to pay the fare. To our very pleasant surprise, our ‘rescue taxi driver’ said: “No need to pay, all good!”
Wow, we were absolutely delighted at this act of kindness and fantastic customer service. How good does this look on this taxi company!
Another little story... Close to my house, they’re building a new bridge. This has been a painfully slow process and has taken one and a half year already. There are several ‘stop/go’ people, the ones that regulate traffic. One is a woman that has worked there since the start. When she’s on, she waves and smiles at every car going past. I smile and wave back and it makes me happy! This woman makes the company look too and makes waiting to go across the single-lane bridge a lot more pleasant.
Random acts of kindness are unexpected displays of great customer service. It’s about going the extra mile. Sounds like a cliché? Maybe, but do discuss with your team how they can delight your customers more and make it part of what you do, a habit, a system. It will affect your business in a positive way! It’s these little things that make you stand out and get customers to come back.
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Till next week, Marijke
Marijke Dunselman. Click here to read more about us!