In my neighborhood there is a printing and shipping service business – their advertising uses the word high-quality to describe their standards. High-quality are not the two words that come to mind when I think of them. My experience has been machines down, not enough staff, confusion over orders, ‘we can’t do that”, ” we can’t have that done by then” type of service. They consistently waste my time and make me less productive.
Fortunately, a UPS store opened up in the same area, so I started using them for mailing and shipping- being their customer is easy and gets easier all the time. Smiling faces, my information already in their database, and since they now partner with USPS (when did that happen?), they give me a wide variety of shipping options.
Kinko’s FedEx is a printing service that I will drive out of my way to use. Their response, “No problem, we will have it ready” is music to my ears especially when I am down to the wire on a deadline. And, they actually do what they say they will do and do it when they said they would. They have yet failed to deliver — I now trust that they won’t waste my time. Plus, they are super helpful.
These two businesses consistently save me time and make me more productive – it is a great feeling. My former boss and mentor, Tom Segesta, current GM Four Seasons Chicago, taught me when you can save someone’s time and make them more productive, you have made their lives better, and they will love your for it. It is key in his philosophy for providing outstanding service.
What are you doing to save your customers’ tine? Are they more or less productive by doing business with you?
Thanks, Tom!
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