Customer Service Excellence Examples


My family took the typical last summer vacation before the beginning of school sports seasons and school. My wife planned a surprise two day trip that , which in theory, would keep our four boys, 14 year olds to 5 years old, entertained and exhausted. The location was Gurnee Illinois and the Six Flags Great America theme park with an overnight stay at KeyLime Cove, a new indoor water resort.

On this trip, three examples of customer service excellence surfaced.

Excellent Customer Service Example #1KeyLime Cove

Let me set the stage. It’s 9:45PM and the KeyLime Cove water park closes at 10PM. The tube slide lifeguard, a 6 foot something lean athletic looking young man, has been given the all clear that no other patrons will be coming down the tubes and he can begin his duties of stacking the double and single inner tubes that have just traversed hundreds of water park miles today. But first, he must deal with a small object, a third his size, our 5 year old son, Justin. The noise in the cavernous indoor water park is deafening and causes even people sitting next to each other to speak rather loudly so as to overcome the constant white noise of splashing and falling water.

Our Justin walked over and began a conversation with this end-of-day lifeguard. This young man spent 5 minutes (mind you that’s like 1 hour in adult time) face to face, sometimes only two inches apart, never losing eye contact, always smiling, asking for the occasional high-five when he thought it was appropriate. The young lifeguard probably couldn’t understand or hear the young boys declarations of how this day was just simply awesome and 5-year-old’s attempt to share it with someone. Somehow this young man knew (and maybe has seen this played out several times at KeyLime Cove) the significance of this little person’s desire to share, so he patiently waited while the little man continued expanding on his wonderful day.

We finally took pity on the young worker and asked Justin to return to our sides. I gave the young man a thumbs up and smiled. He also smiled and nodded his head, understanding fully that this was just as much of his job as making sure the patrons were safe while having fun.

Excellent Customer Service Example #2

No Shoes, No Shirt, No Service. We’ve all read this sign. It’s a typical health code requirement in all restaurants. In this case the “No Service” portion was replace with “Exceed your Customer’s Expectations” by the restaurant manager.

The above mentioned Justin had broken his cheap flip-flops during the day’s adventure. Our car was parked about a mile away from the front entrance of KeyLime Cove. I’m tired and I thought that since this was a water park that they would let us slide (no water park pun intended) on the rule. NOPE! They explained that we would have to come back with the correct attire. Something on our son’s face caused the manager to jump into action. She said we should go sit down and she would check if they had any extra flip-flops. EXTRAS?????? Well, I guess it was a water park.

A few minutes later, the manager returned after visiting the upstairs gift shop and placed on my son’s feet a new pair. We offered to pay but she refused, She explained that she noticed how disappointed my son was that we might not be able to eat at her establishment, so she couldn’t allow that to happen.

Excellent Customer Service Example #3KeyLime Cove

At the end of the long day, we still had one special event planned. Our traditional “Un-Birthday” celebration. This is simply a necessity because our families can not attend all the birthday parties of all the different families, so when we do get together, we celebrate one “Un-Birthday” to make up for it.

My sister-in-law brought a sheet of brownies and we wanted to eat it at the restaurant. You can image the typical response from most eateries. Not at this one. The same above mentioned restaurant manager focusing on customer satisfaction jumped in again and took the sheet over to the ice cream parlor area of the restaurant and had it decorated. Not just adding a word or two, but on the borders, and added fruit as well to give it some color. This was really over the top and just capped the end of this two day adventure with a sense of true customer service excellence.

In fact, on the 3 hour ride home, I began to form my thoughts for this post. This small family vacation trip, and the customer service examples forever etched in my mind. And I declared to my wife, “We will be going back there again!”

See also:

Customer Experience Investment Opportunities

Great Customer Service and Peer Recognition

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  1. #1 by charleneburke on August 18, 2008 - 6:57 am

    Yeah for you for recognizing and commending the service you received at these locations. I hope you passed the ‘pat on the back’ on to the people you mentioned here. Quality and exceptional service should be the norm, and I believe that can happen when we expect it, recognize it and commend it. Thanks for sharing!

  2. #2 by Tim Rueb on August 18, 2008 - 10:40 am

    @charleneburke – Thanks for the comment. Yes, I did give them immediate feedback. I’m also planning on contacting the general manager. I was first hoping for some more comments from readers before I share with them the URL to the post.

  3. #3 by dpwllc007 on September 8, 2008 - 9:29 am

    If we could catch this virus of great customer service then we’d all be better off. Sounds like you’ll be headed back to these places soon…which is exactly what good customer service does. No ad campaign, direct mail piece or flashy TV ad can do this. They hopefully have some great leaders and this has rubbed off and is expected from these establishments. Great Examples.

  4. #4 by Tim Rueb on September 8, 2008 - 12:38 pm

    Chris, thanks for that comment.

    To be honest and fair to the many organizations that perform great feats of excellent customer service each day, it usually goes unnoticed.

    We must make a conscious effort to call out the great examples in the same way we are so eager to vent when we have had poor experiences.

  5. #5 by patricia herbert on September 11, 2008 - 10:27 am

    I RECENTLY PURCHASED A NEW PREPAID CELL PHONE AT THE NEW CASTLE INDIANA STORE, ALTOGETHER GREAT EXPERIENCE. THE PERSON WHO WAITED ON ME ACTIVATED MY PHONE WHILE I WAS SHOPPING. I DECIDED TO PURCHASE ONE FOR MY BROTHER FOR EMERGENCY USE ON THE ROAD. NEW CASTLE WAS OUT OF THE ITEM SO I WENT TO THE GREENFIELD INDIANA STORE. WHAT A DIFFERENCE. ALTHOUGH THERE WERE 3 SALESPERSONS AT COUNTER NONE WAS WILLING TO ACTIVATE THE PHONE. I WAS TOLD THAT THEY COULD NOT DO IT. IMPOSSIBLE TO ACTIVATE IN THE STORE. I DO NOT UNDERSTAND THE DIFFERENCE FROM STORE TO STORE AND I DISLIKE BEING LIED TO AS OBVIOUSLY IT WAS POSSIBLE TO ACTIVATE THE PHONE IN THE STORE AND CLERKS WERE TO LAZY TO DEAL WITH IT. NEXT TIME I NEED TO PURCHASE SOMETHING IT WILL NOT BE AT WALLMART.

  6. #6 by Tim Rueb on September 11, 2008 - 10:47 am

    Patricia – interesting observations. In your case, great customer service was a ‘people thing’ not a ‘company thing’. Thanks for sharing.

  7. #7 by portland comcast on November 9, 2012 - 1:10 am

    Your style is really unique compared to other folks I have read stuff from.
    Many thanks for posting when you’ve got the opportunity, Guess I will just book mark this web site.

    • #8 by Tim Rueb on November 9, 2012 - 6:35 am

      Thanks for stopping by

  8. #9 by Ross Gotlib on December 9, 2012 - 2:40 pm

    if you open a business, customer service is always a must. ,

    <a href="Latest content on our own website
    http://www.healthmedicinelab.com/what-causes-skin-tags/

  1. Customer Service Excellence Examples | Steve Rhode
  2. Customer Experience Investment Opportunities « ROI HUNTERS Field Journal
  3. Great Customer Service and Peer Recognition « ROI HUNTERS Field Journal
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