I’ve written a lot about customer service over the years.
Or specifically, bad customer service.
And the ironic thing is the worst examples tend to be organisations who literally say they’re in the ‘service industry’.
I suppose that’s why I loved how Claridge’s hotel train customer service to their staff – especially their belief in moments of stubbornness – because while they set incredibly high standards and ways to deal with situations, they always leave room for their staff to act in ways they feel is in their guests best interests … even if their guests don’t realise it yet.
And for me, that’s where customer service becomes it’s most powerful.
Where it moves from service to care.
Not just in terms of the obvious things, but reading between the lines.
Where it goes beyond just anticipation, but true consideration for the other party.
In many ways, it’s the ultimate demonstration of loyalty …
Not expecting it from your audience and instead, providing it to them in return.
Proof that they matter.
Proof that they care.
Proof they need each other.
Recently I saw an amazing example of this.
Surprisingly it came from a Chief Executive Officer.
More surprisingly, it came from a Chief Executive Officer of a football club.
And even more surprising than that, it came from the the youngest Chief Executive Officer in the entire football league.
Now to be fair, it’s the CEO of Barnsley Football Club … a club that is known for how much it values its community and fans.
But even that doesn’t quite capture what Gauthier Ganaye – the Barnsley CEO – did.
Read the letter below … then next time you’re with a client who talks about customer service or social listening, show them it and ask them how they’re going to demonstrate how much they value their audience, rather than just saying it in their corporate mission statement.
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PS: For the record, he – nor Barnsley – promoted this, the receiver was the one who made sure this act of loyalty, compassion and service got to a bigger audience.