When I was at WordPerfect, we received some customer service training that really impressed me; it must have because I still remember it after more than two dozen years. I think you will appreciate it, as well. That’s my hope.
We watched a video that was about a pizza place back East somewhere. The story goes that the owner was certain his pizza was the best in the world, so he guaranteed it as such.”If this pizza isn’t the best pizza you ever tasted, you’ll get it for free.” Naturally, this brought him some notoriety and praise as people put his claim to the test. Incredibly, almost everybody agreed, but like always there were some that did not cooperate and regularly returned to get their free pizza. These folks became known to the staff, who would see them coming and begin making comments about their using this strategy to land a free pizza. But the owner insisted in staying the course. If they said it wasn’t the best pizza they ever had, it was free. And he continued pumping out pizzas because they were as good as he touted and these few visited frequently to claim their free pizzas.
That's when Good Morning America got wind of this pizza parlor and its determined owner who consistently stood behind the world’s best pizza or it’s free policy. The owner got on TV and was viewed by 70M+ people due to his tenacity and outlandish claim and dedication. This publicity was more than he could ever have afforded in a lifetime. What goes out comes back multiplied.
What service are you giving today that will be remembered two decades later?