By temperament and by training, I tend to have a critical eye when it comes to customer service. So, in a world in which the fine art of serving others has gone by the wayside, whenever I have a good experience, I always want to trumpet it. Today, I had two such good experiences, both within ten minutes of each other.
The first one was courtesy of Swedish Motors in Edmond. You may remember that we bought a 1990 Volvo from Swedish back in January of 2013. Well, a few weeks ago, the power windows and air conditioning suddenly went out. I guessed it was something as simple as a fuse, but the supposed simplicity of fixing the problem didn’t make it any easier to bring it in, as it required a special trip and (I assumed) a couple of hours for it to get looked at and fixed.
Well, surprise, surprise. Wrangling out a few hours in my schedule to take it in, I met Jim at the front desk who asked me for the reason I came in today. I told him the symptoms and my diagnosis of what I thought might be the problem. He immediately said, “Let’s take a look,” and I followed him out into the parking lot. Sure enough, it was the fuse, so he walked back in, grabbed three new fuses of a higher capacity (I didn’t have any extras), installed it, started the car, and it was done – air conditioning and power windows in full working order. I asked Jim what I owed him and he said nothing. He then said that if I ever have any trouble, bring it in and they’ll take care of it.
I got in my car and drove east a few blocks on 15th street to the Starbucks I was planning to walk to and work at while I was waiting on the car. Normally observant and self-aware, while I was waiting to place my order, I took a step back and somehow managed to knock a porcelain travel mug off the top shelf of a display, smashing it to bits. Immediately, two employees came to clean it up, reassuring me that it wasn’t a big deal, that they had extras in inventory, and that they planned for breakage. Joking that I didn’t want Starbucks to go under because of my clumsiness, I stepped up to place my order, offering to pay for the mug. Instead, the gal working the register told me that that wasn’t necessary and that my drink was free because she wanted to make sure I had a good day.
I was blown away.
Good service is a powerful thing, and I wish more companies and businesses recognized it as such – not just as a way to make and keep customers, but especially as a way to influence people and change the world. Galatians 6:9-10 comes to mind:
And let us not grow weary of doing good, for in due season we will reap, if we do not give up. So then, as we have opportunity, let us do good to everyone, and especially to those who are of the household of faith.
So kudos to Swedish and Starbucks. You made my day and inspired me to try to make someone else’s. Thanks for doing good today.