Tabby was a new kitten to the neighborhood. Escaping from her brand new owner’s side porch one afternoon, she climbed to the top of the tallest tree in the area. Neighbors advised the owner to let Tabby come down on her own. But after a night in the tree, the young kitten seemed determined to not go kitty skydiving.
The fire department said there would be a $200 fee for a visit from the fire truck with the really long ladder. Tabby’s owner was going crazy with panic…and, guilt. Then, she remembered the nice lady at the animal shelter where Tabby had been rescued. She made a quick call and a miracle happened.
The animal shelter lady arrived within minutes with a child’s plastic swimming pool. Inside the pool were a dozen kittens from the shelter. Placing the pool full of kittens at the base of the tall tree, she directed everyone watching to remain completely quiet. Soon, the only sounds were the meows of the kittens. Young Tabby backed down the tree to join her former cell mates in the pool at the base. Everyone cheered and went home.
What would it take for your customer service to be like a “plastic pool full of kittens” to a customer with a concern? Great service is not always about making everything shiny. Sometimes, it is about making everything safe. Hospitals put plants, serene pictures and water fountains in their lobbies. Banks put uniforms and side arms on their security guards. And, restaurants post signs in the bathrooms directing employees to thoroughly wash their hands. All these are symbols of safety like the kittens were to Tabby.
What are the symbols of safety important in your customer’s experience? How can you insure your customers stay as secure as a bunch of sleeping kittens?