I have taped one of my favorite customer service quotes to my door at the office. It is from Lior Arussy’s book, Excellence Every Day: “When we feel the butterflies in our stomach, that’s a sign we are reaching toward excellence. When we shift out of autopilot and strive at creative solutions aimed at helping someone rather than making excuses for why we shouldn’t bother, we are in the territory of excellence.”
This way of thinking has me searching for great customer service stories to inspire. Here’s one from Southwest. “A man was en route from a business trip in L.A. to his daughter’s home in Denver to see his three-year-old grandson for the last time. The boy, beaten into a coma by his mother’s live-in boyfriend, was being taken off of life support at 9 p.m. that evening so his organs could be used to save other lives. The man’s wife called Southwest to arrange the last-minute flight and explained the emergency situation. Unfortunately, the man was held up by L.A. traffic and long lines at LAX and didn’t make it to the gate on time. When he finally made it there 12 minutes after the plane was scheduled to leave, he was shocked to find the pilot waiting for him. He thanked the pilot profusely, and the pilot said, “They can’t go anywhere without me, and I wasn’t going anywhere without you. Now relax. We’ll get you there. And again, I’m so sorry.” (story at http://mentalfloss.com/article/30198/11-best-customer-service-stories-ever)
We know that your insurance agency and your customers have emergency situations as well. For our Product Support Team at QQSolutions, it is all about how we follow through when our customers are in need. Whether it is to praise one of our PSRs or to let us know that we didn’t finish the job, keep sending us customer satisfaction surveys with your feedback. We read each and every one of those surveys, and, when necessary, we act on them. You can also email me directly at dsteinberg@qqsolutions.com. Let us know if we are reaching towards excellence.
