Baked goods vs. no good

I recently had two service experiences on polar opposites of the spectrum.

I have been using a local physical therapy company (Lafayette Physical Therapy) for a post-op recovery regimen.Within a week of my first visit, I received a thank you card in the mail. When is the last time you got a physical thank you card from a business? On each visit, the staff is ready to see me promptly at my scheduled time. From front to back, the people are all friendly. I’ve had to visit these folks for a few months now, and the experience is consistent .. it has been “baked in” to the company. This week I got “happy birthday” greeting from at least 5 staff members as I passed through the building. The granular level of customer service and attention to detail is commendable and unusual. This is a small business with under 20 staff members.

I contrast this with another recent interaction. A relative was looking to buy a condo in the area. We connected them with a realtor we knew and in very short time, with minimal fuss or contingencies, a purchase occurred. This transaction was nearly 3x the value of the realtors normal range of listing. Crickets. That’s what we got from the realtor… not a call or note to say thanks. A simple post transaction question to the realtor took days to get answered. What is “baked” into this realtor’s business is a mentality of “the next transaction” and that will not make you ultimately successful.

What is “baked” into your business? How would you categorize your customer service experience stacked against other exceptional companies? Vision, culture, attitude, training, hiring and systems all need to be aligned and measured/revisited to have a consistently exceptional experience.

If you feel that your company is falling short in this area, let’s have a discussion to see how we can help make your top to bottom customer experience exceptional.

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