“You are a Goddess” – Customer service that wows

Susanne Falter-Barnes shared a really cool customer service story at an event awhile back that provides a great example of:

1. How stories provide both inspiration and simulation (as Chip and Dan Heath of Made to Stick fame note).– i.e. they inspire people and they act like metaphorical flight simulators. Just as pilots can practice difficult maneuvers and learn skills in a simulated environment,  we can learn new ways of acting by hearing stories of others acting in those new and different ways.

2. How a story can be really short…and really powerful–you don’t have to tell a long, drawn out tale or complex parable to make a powerful point.

So, here’s her story…

Suzanne ordered a piece of clothing from one of her favorite clothiers, Isis. I think it was a jacket.

In the pocket, she found a little square slip of paper, you know those kind of slips you occasionally find that say “Inspected by #34”.

Instead of that rather impersonal message, theirs said:

“You are a Goddess”.

Now, think of how that surprises and delights the customer. Also, though, think of how emotionally satisfying that is for the inspectors to know that their simple, novel act will bring surprise and delight to others.

So How Can You Use This Story and This Type of Story?

First, think of what this customer service story illustrates. It illustrates how adding a personal touch, especially one with a whimsical flavor, can charm and delight your customers. It can create a unique and delightful customer experience–one that leads them to tell others about you.

So…you can use this story as a innovation catalyst for yourself if you’re a solopreneur, or with your marketing and cusotmer service teams.

You can start off a brainstorming session with this simple story and then ask the group to share examples of how they were surprised and delighted by something a business did either before, during, or after the sale or…as part of the customer service experience.

Then, use the examples and inspiration to come up with new ways your business can surprise and delight your customers.

You can also use this story as a catalyst for exploring how to link your “behind the scenes” employees with your customers. This is a powerful way of fostering employee engagement and discretionary effort. Research by Adam Grant of  theWharton School of Business shows that the more employees understand that the work they do makes a difference in the lives of their customers, the harder they work and the more productive they are. So this is another use for this kind of story.

So…Let’s Put This to Use

Please don’t stop at “That was a neat story”. Use it to start the above conversations if you are involved in customer service. Use it as an example of how to take a simple experience either you or someone else has, and turn it into a teaching story that provides both inspiration and simulation.