July 28, 2017
Service Beyond the Call of Duty

Superman service.jpg

Most companies trying to get a "competitive advantage" eventually realize that the key is customer service -- the ability to differentiate themselves from the competition by delivering their product or service in unforgettable ways. Here's a memorable example:

Some years ago, my company came together for a two-day team building offsite -- an "all hands on deck" outdoor ropes course experience in Colorado. All 14 of us met at a deli in Boulder to buy sandwiches for lunch later that day -- so when we got to our destination, two hours away, we could all chow down before the team building began.

Great concept. Great planning. Lots of turkey, tuna, and tofu. The only problem? I left all 14 sandwiches on the deli counter. None of them made it to my car -- something I only realized 30 minutes later. Too far down the road to turn back and with no time to buy a replacement lunch, we continued on our sandwich-less way.

Fast forward 90 minutes.

Surprise of surprises! When we checked in at the front desk, the 14 sandwiches were waiting for us! Huh? What? Really? The front desk guy then proceeded to explain that the owner of the deli, way back in Boulder, upon realizing we had left our sandwiches on his front counter, got in his car five minutes after we left and drove TWO HOURS to our destination, getting there before us! Un-blanking-believable! Amazing!

Guess who had a customer for life? Guess how many people I've told this story to? Guess how many new customers the deli owner got as a result of his outrageous, beyond-the-call-of-duty expression of customer service? The short answer: MANY.

This is as simple as it gets, folks. I seriously doubt that the deli owner ever attended a class on customer service. I seriously doubt he was reading books on customer service the night before or googling it. Not necessary. He knew, in his heart of hearts, that my leaving the bag of sandwiches on his counter was an opportunity to be extraordinary and he went for it.

YOU have that same choice every day. So do I. The question isn't whether or not we have the opportunity to go beyond the call of duty. The question is whether or not we CHOOSE to go beyond the call of duty.

Next time the opportunity arises, remember the deli guy.

Idea Champions
Like Einstein, take some time to think about it
Storytelling as a way to spark innovation

Posted by Mitch Ditkoff at July 28, 2017 05:40 PM

Post a comment

Thanks for signing in, . Now you can comment. (sign out)

(If you haven't left a comment here before, you may need to be approved by the site owner before your comment will appear. Until then, it won't appear on the entry. Thanks for waiting.)


Remember me?


Who Are We?

Idea Champions is a consulting and training company dedicated to awakening and nurturing the spirit of innovation. We help individuals, teams and entire organizations tap into their innate ability to create, develop and implement ideas that make a difference.

MitchDitkoff.com
Click here for the simplest, most direct way, to learn more about Idea Champions' semi-fearless leader, Mitch Ditkoff. Info on his keynotes, workshops, conferences, and more.
Storytelling for the Revolution
Storytelling for the Revolution is Mitch Ditkoff's newly published book about the power of personal storytelling to elevate the conversation on planet Earth. Provocative. Evocative. And fun. YOU have stories to tell. This book will help you tell them.
Storytelling at Work
"The world is not made of atoms," wrote the poet, Muriel Rukeyser. "It's made of stories." Learn how to discover, honor, and unpack the stories of yours that show up "on the job" in Mitch Ditkoff's award-winning 2015 book, Storytelling at Work.
Top 5 Speaker
Mitch Ditkoff, the Co-Founder and President of Idea Champions, has recently been voted a top 5 speaker in the field of innovation and creativity by Speakers Platform, a leading speaker's bureau.
Authorized Reseller Logo – GoLeanSixSigma.com
Workshops & Trainings
Highly engaging learning experiences that increase each participant's ability to become a creative force for positive change
Brainstorm Facilitation
High impact certification training that teaches committed change agents how to lead groundbreaking ideation sessions
Cultivating Innovation
Your "best and brightest" are the future leaders of your company, but unless they know how to foster a culture of innovation, their impact will be limited. A one-day workshop with us is all they need to begin this journey.
Our Blog Cabin
Our Heart of Innovation blog is a daily destination for movers and shakers everywhere — gleefully produced by our President, Mitch Ditkoff, voted "best innovation blogger in the world" two years running.
Team Innovation
Innovation is a team sport. Brilliant ideas go nowhere unless your people are aligned, collaborative, and team-oriented. That doesn't happen automatically, however. It takes intention, clarity, selflessness, and a new way of operating.
Awake at the Wheel, Book about big ideas If you're looking for a powerful way to jump start innovation and get your creative juices flowing, Awake at the Wheel is for you. Written by Mitch Ditkoff, Co-Founder and President of Idea Champions.
Face the Music Blues Band The world's first interactive business blues band. A great way to help your workforce go beyond complaint.

"In tune with corporate America." — CNN
© IDEA CHAMPIONS