Great service providers are closers. Closers get things done for customers. Too often customers witness service people who focus only on doing their task without regard to the customer’s objective. As long as they can “check the box” that their part of the service chain was done, they seem indifferent to the overall result. Closers, on the other hand, care about outcomes, not about checklists. Activity is a means to an end, not an end in itself. Procedures are guidelines for accomplishment, not the goal itself.
Erik Becerra, team leader for AMEX World Service in Mexico City, had a card member request a supplementary card for his wife, who was about to travel from Mexico to the United States. However, the card was not going to reach her in time for her early morning flight. Erik spent hours trying to arrange a same-day delivery, even consulting with contacts at connecting and destination airports to see if they could serve as pick-up points. Nothing was working out. So, Erik drove three hours to the card member’s home to personally deliver the card at 2:30 a.m. the morning of the flight. Not surprisingly, the president of American Express Mexico received a letter from a very happy customer. That’s a customer service closer!
What can you do to “git ‘er done” as comedian Larry the Cable Guy likes to say?