Astonishing Customer Experience

Search just about any big company online and you’ll hear dozens of horror stories about incompetent employees, rude sales people, or unintelligible support staff.

It’s so bad you start expecting a poor customer experience before you even open your mouth.

That’s why I was astonished recently by the help provided to me by a ‘big company’ employee.

It was the evening and I was relaxing at home with a novel, when I hear my wife yelling from the bathroom.

I rush in to see what the problem is…and the bathtub faucet won’t shut off. Water is rushing out.

I put my insanely poor mechanical skills to use immediately by making the problem even worse until water was pouring over the sides of the tub.

Giving up in frustration, I ran to shut off the water to the house.

Upon further examination there was only one bolt holding the faucet in place, so I took it loose and trekked down to the closest Home Depot before they closed for the evening.

As I roamed randomly through the massive bath aisle, I didn’t see anything that looked remotely like what I was carrying in my hand. I took the path of last resort and asked the nearest employee for help.

It appears my faucet is all fancy-schmancy with only one input (both hot and cold lines go directly into the faucet with no other attachments). And Home Depot didn’t have anything to replace it!

Having the water turned off in your house and nothing to replace it in the largest store in the area is a desperate problem indeed.

This is where things got weird.

The employee took me to his desk, took the faucet apart, and found the broken piece inside of it. He then printed out the diagram from the manufacturer and circled the part number on it for me.

In addition, he showed me step-by-step how to put it back together and then left it in the “water off” position so it could be put back in place until I ordered the piece. Get this. You couldn’t even order the piece from Home Depot.

I went home, put the faucet back on, and then replaced the broken piece a few days later in less than 5 minutes.

That’s one of the best examples I’ve seen of a big company taking the position of a ‘trusted adviser.’

I won’t hesitate going there next time I need help (although for all I know this could have been a one time experience).

They earned my trust because their expert told me exactly how to solve the problem…even if it didn’t result in an immediate profit for their business.

It was a long-term investment in my goodwill.

What are you doing to become a ‘trusted adviser’ in your marketplace?

It could be through providing content in emails, blog posts, videos, webinars, etc.

But it’s more than just content. It’s a specific type of content along with direct advice and guidance about the best path to take for their situation.

If you want to discover the secrets to dominating your market with trusted adviser positioning, then you can’t afford to miss the upcoming webinar for Monthly Mentor Club members only this Friday, March 21st at 12 noon EST.

I’ll be sharing my step-by-step method for positioning yourself as the go-to expert in your market…for attracting more high paying clients, more referrals, and more profits.

If you’re not able to make it, it will be recorded and available for download on Saturday.

Here’s a key principle website owners screw up all the time!

I wasn’t in the store looking for free advice. If they had an expensive faucet that solved my immediate problem, I would have whipped out my credit card and bought it. The position he took was solving my problem by any means necessary…whether that meant buying from him or not.

You can sabotage your own results by attracting and catering to freebie seekers instead of customers.

Find out more about how to make sure you’re following the correct strategy this Friday by becoming a member of the Monthly Mentor Club.

http://www.MonthlyMentorClub.com

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About The Author

Terry Dean

Terry Dean has been in full-time internet business since 1996 and has helped thousands of entrepreneurs get started online through his articles and products. He lives in Ocala, Florida with his wife and 2 dogs. Find out more about how the Monthly Mentor Club can help you today.