Walking into Kinko’s with a handful of IRS documents, I was confronted
by a room full of busy machines, busy employees and a man standing in line with
a similar stack of papers, looking around for help and an empty machine.
Luckily, I also needed a new ink cartridge so I turned around and made the short
stroll across the parking lot to Office Depot.
What a refreshing choice that turned out to be?
I was greeted by the
manager who offered assistance, verified my order, handed me off to another
employee who assisted in locating the printer cartridge while the manager proceeded
to make my copies. Moments later, the manager met me at the counter, completed
my transaction and thanked me for the business. It was a simple exchange that
he repeats dozens of times a day.
This is by no means a ground-breaking example of exceptional
customer service on behalf of Office Depot. Nor is it a mark against Kinko’s,
they did nothing to lose my business, they were simply busy.
It is simply an example little details adding up to
create a bright picture and repeat business. Office Depot’s responsive and customer-centric staff
made a positive difference in my afternoon and the choices I make moving forward.
How does your firm ensure clients aren’t met with a busy
signal?
