Pure Customer Service
Customer service at Ziglar is a little bit different. We love it when you call! Shouldn’t every company approach it this way? After all, how many times do you really get to build a one-on-one relationship with people these days? Especially people smart enough to buy your products!
I love what Seth Godin says about service in his article Learning from Frustration . It just makes so much sense to me to invest a little extra time with those who are already buying from you instead of investing zillions of dollars on those who don’t even care who you are!
Since we are a small company we don’t always have the sophisticated answer like the big boys. We do, however, have Cindy Oates, our super-talented customer service agent and her special assistant Beecher. See the great picture. Please note that Cindy is Zig’s daughter and Beecher is Zig’s grand-dog! How would you like to call Apple’s customer service and get to talk to one of Steve Jobs’ kids? Don’t worry, not gonna happen!
When Cindy takes a vacation the whole company pitches in to help out. In fact, Katherine, our office manager, sent out an email to the staff letting everyone know Cindy is going to be out next week for a couple of days. Here is Katherine’s email:
Next week, June 30th and July 1st, Cindy will be out of the office on a mini vacation. Please contact all of your customers and ask them to have issues either before she leaves or after her return.
This, my friends, is what customer service is all about! I know some of you are wondering how we get to have Beecher in our office tower complex, since most public buildings don’t allow dogs. Well, Beecher is not your average dog. Beecher is a Certified Therapy Dog and he often takes Cindy to visit patients in hospitals to help with their rehab and recovery. This special training has given him the privilege of coming to work and providing therapy to the Ziglar team!
Next time you have a customer service opportunity think about it as the perfect way to build a one-on-one relationship with your customer. If you do, you will have a customer for life.