-" Procter and Gamble customer care. Hello, my name is Steven, How can I assist you?"
- "Hello. My name is Avi, I am your loyal customer for decades. In the past years, I had to buy three Gilette battery powered shavers to replace the ones who stopped vibrating even after I changed to a new battery. Is it normal?
-"I am sorry to hear that sir. This should not happen. Please tell me more about it"
Steven had directed the conversation in a pleasant manner by asking the right questions. When he was convinced by my story, he offered to send me vouchers for the cost of the items.
- "Thank you Steven, that is very fair on your side. How can I send you the three faulty ones to you?" I said.
-" There is no need Mr. Liran, our value is to trust our customers. Your case numebr is 02760579"
He then arranged for all the technical details of the delivery. The vouchers came a week before the time he had indicated. The vouchers were delivered by a currier directly to my home.
As an evangelist for Delivering Delight, I felt proud to be a customer of P&G and to be serviced by Steven. I was treated with care. Steven was a good listener, I was treated with respect and trust. Yesterday I went to buy. I spent more 10$ more than the vouchers. I stayed loyal to the brand and became an ambassador to share with you over social media.
This is not a fluke nor stroke of luck. This is part of a tradition of 175 years old great company that is living its purpose, values, and principles which are the foundation for P&G’s unique culture.
The purpose of P&G states talks about their comitment to "superior quality and value that improve the lives of the world’s consumers."
The purpose is so powerful that even customers like me, behave in the manner that stated there. It has "Delivering Delight" principals ingrained into the purpose. When I was delighted I was compelled to be one of the "consumers will reward us with leadership sales, profit and value creation." Not only I went to purchase more P&G products, I paid more and I contribute to their profit by creating viral social media value for them.
Steven "walked the talk" and led the interaction with me with their values. "Integrity We always try to do the right thing." Steven did the right thing for his customer.
He took ownership of the situation to meet the business needs by taking care of me and trusting me.
Every great company knows that customer problems are opportunities in disguise. When you attend to your customer needs, trust them, listen to them and provide them with a fair solution, they will reward you with their loyalty, with their money and will go the extra mile for you to advocate your brand.
How does your organization deals with customer issues?
Does your culture empower people to live your values?
What do you do to delight your customers?