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Delivering Great Service

11th October 2018

By Mo Yusuff 

New technology and having stuff delivered at the click of a button can have its downside.

A friend of mine had an unbelievable experience when she ordered a pizza online. Lorraine knows how passionate I am about great service and also how I loathe people who simply don’t care and give extraordinarily dreadful service.

Here’s what she said:

Hi Mo,

I thought you might like this story for one of your emails.

“We just ordered a pizza from the place we’ve been ordering from for the last 11 years. It turned up cold so I called them.

The manager said ‘what do you want me to do? I can’t do anything except give you a cold drink next time you place an order’.

I said ‘we’ve been ordering from you for the last 10 years and this is the first time you’ve sent us a cold pizza’.

He said ‘all I can do is give you a cold drink next time and I can see you’ve been ordering from us for a long time but that’s it!’

I said ‘if all you can do is give me a cold drink to go with my cold pizza I’ll go somewhere else from now on’. He said ‘I’ll give you a cold drink’.

I said ‘fine I’ll go somewhere else next time’.

Finally, he said ‘do you have the whole pizza still?’ I said ‘yes!’

He said reluctantly ‘I can deliver another one in 40 minutes but you must give me the whole pizza back’

I said ‘you can have the whole cold pizza back no problem’.

What an idiot, we would have been happy with a £10 refund and heating up the one we had, particularly if he had even apologised in the first place!

Such old-fashioned, you must be lying, customer service!

Have a great weekend.

Lorraine xxx

Here’s the thing.

Lorraine’s been ordering from this guy for 11 years. If she placed a £10 order every couple of weeks, that makes £2,860. We can assume if Lorraine’s had a cold pizza and complained, she’s probably not the only one, and there’s likely to be a lot more people who just don’t complaint and never go back.

The lesson here is that if someone complains; go out of your way to turn things around, it’s the perfect opportunity to turn your customer into a raving fan and keep them coming back forever.

In this case, an apology sending over another pizza and promising another one free next time would have cost him less than £20 and made him thousands.

Anyway talking about great service, my team and I really go out of our way to give you, not just promotional products that you ask for, but promotional products that you didn’t even know exist.

Looking for something a bit different and out of the ordinary? Click this link, pop your details and let me know the kind of things you’re after and we’ll show you stuff that’ll blow you away.

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