Service - Some very pleasant surprises

I'm big on customer service.

So much so, that I've labored the point extensively that running an effective business is about attracting new customers, but more than that, keeping your existing customers, and keeping them happy. Not just doing what they expect, but really delighting them and establishing loyalty.

Well, so far, my experience in the US has been nothing short of an absolute pleasure. What is surprising is that the service that made me really think WOW came across the board!

It started off with AT&T, my new mobile carrier. I walked in, with no Social Security Number, no bank account, nothing except for a credit card. I walked out 5 minutes later with a switched on and fully funtioning BlackBerry, and a smile.

The sales assistant that helped me even gave me her mobile number for when I received my SSN, so that I would deal with her again, even if she wasn't in that branch when I ready, so that it wouldn't put me in an awkward situation. WOW. Stephanie, you rock, if I ran a business, I'd hire you.

Then, my next astounding experience was with my new bank, JP Morgan Chase. I walked into a branch, again with no SSN (as well as no clue). No problem, I saw a personal banker within 2 minutes, explained my situation to him, and walked out 10 minutes later, with a checking account with no monthly charges, and a money market account so I could earn some interest, as well as active internet and telephone banking. The bank also contacted my employer for me, and arranged for payment of my salary into my new account, so that I wouldn't be inconvenienced by having to send a fax. (?!)

What's more, 4 days later, my cheque / debit / ATM card arrived neatly packaged IN THE MAIL! Hold on? In the mail?!? I come from a place where sending anything in the mail is akin to sticking one's head into the open mouth of a crocodile and then tickling its throat. Not only did my stuff arive unmolested and with blazing speed, but nobody removed it from the open porch at my home! My goodness!

Anyway, aside from that little tangent, Jason is now my personal banker, and when he says he will call me to confirm something at 16:00, I can literally set my watch to 15:59 by his call. WOW. Jason will be my banker for good, bar any major disaster, if this performance is anything to go on.

Speaking of the mail, I have two more pleasant experiences - the first was ordering my new business cards. How long from order, to them sitting on my desk by mail delivery? 2 months? 2 weeks? Try 2 days. WOW.

Finally, and this is perhaps the most astounding, my experience with a government department. .gov is notorious for being horrendously inefficient. So, naturally, I had minimal expectations. Well, from the day I applied for my SSN, to the day it arrived (you guessed it...in the mail) was a whole...4 days! 4 days??? The last .gov document I remember applying for took about 4 months *grumbles*. But, none of that this time. The most sensitive of data, unmolested, on the front porch in 4 days. WOW

It really has been an eye opener to me, and one could argue that in tough economic times, such as these, people need to go the extra mile to keep business going. I don't buy that. I just think that customer service is well understood. And do the results show! Makes me think...