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Go ahead, make my day

The phone rings. It’s CVS.

They saw I had a prescription that was due for a refill and they wanted to know if I wanted them to go ahead and do it.

This made my day.

How often do you get a moment of extraordinary customer service? How often does a company do something to help you before you even ask?

Right now: Figure out one thing your team can do to make customers happy. If you had a slow 30 minutes, what action could you take to knock something off customers’ to-do list — and thrill them?


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  1. Mary Cahalane (@mcahalane) January 12, 2013 at 7:12 pm #

    I had to chuckle at this. Just wait until their robo-calls start coming at 8 am, and several times a week.

    I think as important as anticipating customer’s needs is understanding them. Do they want to be called? How often? For what reason?

    I had to tell CVS that I’d happily accept a call from my local pharmacist, but that I did not want any more robo calls. Which comes down to treating me like a person, not the end of an assembly line.