Staples Rocks
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?
Remembering Staples
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.
1 Comment
A W BoldenOctober 23, 2008
Great blog entry Raymond. The issue of customer perception arose while discussing the future of Lindblom. Without going on a tangent about our esteemed alma mater, your blog was dead-on concerning the Starbucks model.
I do want to commend you on the focus and vision of the WisdomGroup. Ironically, my father is being honored at the DuSable Museum of African American History by African American Arts Alliance of Chicago on 10/27/2008. I was very impressed with the concise content of the DuSable Website.
I have the answer to your rhetorical questions. Your clients will continue with the Wisdom Group due to the quality of value added service you provide. Also, probably most important of all is your proactive relationship with your clients. Your blog, newsletter, and pioneering the WindyCity Rails group is an indication that The Wisdom Group is dynamic in scope: seeking information and developing key relationships with prospective clients, vendors, and partners. Keep up the good work - A W
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