Vigilante
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If you want to sell your company some day, you need it to become legendary. In general, people don't buy shitty companies with bad customer service and an internet full of horror stories.
Legendary.
The urban dictionary says the word legendary is an : "Intensifier added to any word to take it's meaning to its highest power imaginable."
Is the customer always right? Nope. Does who's right and who's wrong really matter in an era where in 5 minutes I can eviscerate a company on a worldwide basis with one carefully crafted, publicly posted review?
Extraordinary measures. Extraordinary actions. Doing unexpected things.
There's a legend about Nordstrom accepting back a return of snow tires from a customer. Nordstrom didn't sell snow tires, but the legend lives on because Nordstrom's reputation made the story believable.
The much maligned United Airlines delayed a flight so that a passenger could make a connection to be with his dying mother. Trader Joe's delivered food to an 89 year old, snow bound man. Zappos sends flowers to a customer after learning her feet were damaged by harsh medical treatment. Ritz Carlton --- have you ever stayed at one? I was recently at one with my wife and daughter. We wanted to use a microwave to heat up some toddler food. Instead, they came to the room, picked up the food, heated it up, and returned it to us on a fancy silver platter. CVS pharmacy has a fleet of good samaritan vans who just roam the highways and help people.
Legendary. If you have never attempted to bring any of these types of practices into your own business, I propose to you it is within these moments that real life exists. The take your breath away, magic moments where opportunities to exceed someone's expectations turn legendary.
I read posts occasionally from people who take the opposite approach. Let's fight with a customer over $4 postage. Let's answer a shitty review with a shitty response. Let's assume customers who trusted us with their order now are lying about their experience, because they want something for nothing (hell, some do, right...?)
If you think like a small, insignificant business, you will BE a small, insignificant business. What if you had a chance to do it differently? What if you had a chance, in the course of your day, to change someone's life? What if you simply took the approach that you were not going to miss opportunities to go above and beyond? What if you decided that above profits, above stress, and above any other motive... that you simply were going to make a difference...?
Legendary.
Legendary.
The urban dictionary says the word legendary is an : "Intensifier added to any word to take it's meaning to its highest power imaginable."
Is the customer always right? Nope. Does who's right and who's wrong really matter in an era where in 5 minutes I can eviscerate a company on a worldwide basis with one carefully crafted, publicly posted review?
Extraordinary measures. Extraordinary actions. Doing unexpected things.
There's a legend about Nordstrom accepting back a return of snow tires from a customer. Nordstrom didn't sell snow tires, but the legend lives on because Nordstrom's reputation made the story believable.
The much maligned United Airlines delayed a flight so that a passenger could make a connection to be with his dying mother. Trader Joe's delivered food to an 89 year old, snow bound man. Zappos sends flowers to a customer after learning her feet were damaged by harsh medical treatment. Ritz Carlton --- have you ever stayed at one? I was recently at one with my wife and daughter. We wanted to use a microwave to heat up some toddler food. Instead, they came to the room, picked up the food, heated it up, and returned it to us on a fancy silver platter. CVS pharmacy has a fleet of good samaritan vans who just roam the highways and help people.
Legendary. If you have never attempted to bring any of these types of practices into your own business, I propose to you it is within these moments that real life exists. The take your breath away, magic moments where opportunities to exceed someone's expectations turn legendary.
I read posts occasionally from people who take the opposite approach. Let's fight with a customer over $4 postage. Let's answer a shitty review with a shitty response. Let's assume customers who trusted us with their order now are lying about their experience, because they want something for nothing (hell, some do, right...?)
If you think like a small, insignificant business, you will BE a small, insignificant business. What if you had a chance to do it differently? What if you had a chance, in the course of your day, to change someone's life? What if you simply took the approach that you were not going to miss opportunities to go above and beyond? What if you decided that above profits, above stress, and above any other motive... that you simply were going to make a difference...?
Legendary.
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