Tuesday, May 15, 2012

A genuinely great service experience!

If you travel a lot for business or pleasure you may be able to relate to that annoying feeling that you have forgotten something important, only to have it dawn on you as your plane is about to land at your destination that you have forgotten your phone charger (again!!!).

As your brain scans quickly for solutions you scamper off the plane only to discover that the airport is effectively in shut down. It is, after all after 8.30pm and you are in Australia. So the opportunity to purchase a charger isn't going to present itself to you at the airport.

Catching a taxi to your destination you ask the driver if, by any chance does he have the same phone charger that you require? "Sorry, I don't have that type of phone", is the reply.

"Damn!", you think yo yourself.

"I'm up here for two full days and my phone won't last that long. It'll be lucky to see the morning. Oh well, maybe I'll get lucky at the local corner store."

If you're wondering why I haven't suggested that you check if reception has a spare charger I need to explain that the particular hotel in which you are staying doesn't have a reception service after 7:30pm, so you have accessed the key to your room via a secure key lock.

You look at your clock and notice that it is nearly 9pm. What are the chances that the local convenience store will still be open? "Hmmm, I might be able to make it it if I'm fast", you think to yourself.

So you quickly race down the stairs and walk to the corner store that you discovered on your last visit. It's still open, but they are bringing all the signs inside in preparation for closing. You pick up a few things for breakfast in the morning and search around for a phone charger, all the while thinking that it is a 'long shot'.

You get to the the counter and say, "I'm not expecting your answer to be yes, but it can't hurt to ask. Do you sell iPhone chargers?"

"No we don't." comes the reply.

 "But I can lend you mine if you like?"

 "Are you serious" I said, I mean you say (yes if you hadn't guessed this whole story is about a real experience that I have just had!).

 "Yes I am serious. You are obviously away on business and I guess you would really need your phone. I have two phone chargers so you can borrow this one."

What a wonderful gesture. I had never before met Andrew from Tuppy's Riverside Convenience Store, (85 Deakin Street, Kangaroo Point Queensland Australia, just down beside the Storey Bridge) yet he was willing to help me out, for no other reason than he could. What was also wonderful about his gesture is that it was made both genuinely and purely. He made the offer with no expectations of me doing anything in return (except of course to return his charger.).

Great service experiences are characterised by little things. In that moment when Andrew heard my question, his response was to a fellow human being in need. Wow that made me feel good.

I explained to him that I write a lot and asked if it was okay for me to write about this experience and he gave me his permission. So if you are ever in Brisbane, check out Tuppy's Riverside Convenience Store, I'll certainly be going back - and that's a promise!

By the way the 'tagline' on its simple brochure says, "More than a convenience store!". Well, unlike many taglines out there, I can say that my experience of this one is that it is an accurate expression of the experience that you will have a Tuppy's Riverside Convenience Store.

Thank you Andrew for providing a simple, yet genuinely great service experience for me. I genuinely appreciate it.

What are your genuine service experiences?


How do you bring genuine service experiences into the work that you do?


And finally, how do you bring your 'tagline' to life, just like Andrew did?

Visit here for information on how you can bring the OTM Service Strategy to life inside your organisation.

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