Every time I experience superior customer service, I look for ways to duplicate that experience within WisdomGroup. Ten minutes ago I received great customer service at Staples.
Driven by Kinkos
Two days ago, I took a very simple job to Kinko’s near the University of Chicago. (Yes, I know they’ve changed their name, but after 25+ years of doing business with them, the name “Kinko’s” has burned into my brain). To make a long story short, the service at Kinko’s was poor and I walked out of the store.
But I still needed to get my work done. What were my options?
For years I’ve walked right past the Staples print center without trying it. Why? Probably because I’m a creature of habit. I always went to Kinko’s because that is what my brain was wired to do. But after my recent negative experience, I decided to give Staples a try.
Great Service, Better Price
To make a long story short, the service was great and I paid less money. Staples, if you’re reading this, the clerk’s name is Elliot and he works at the Canal Street store in Chicago. Elliot deserves a raise!
Icing on the cake: Staples offers free WiFi. I created this blog entry at Staples using their WiFi network!
Guess who gets my money in the future?
Nobody is Perfect
The volume of business I do (did!) with Kinko’s will never effect the rounding errors in their annual report. So they certainly won’t miss me. But you’ve got to wonder: Am I the only one who has walked out of Kinko’s to do business with someone else?
Looking in the Mirror
More important: What have I done to keep my customers happy? What can I do to make sure that customers stick with WisdomGroup and not walk across the street to a competitor? Something to think about.