My first tech support experience as a customer happened when I was a kid. Ever curious and fascinated by technology, I ended up infecting my mom‘s computer with a virus. Not knowing how to fix it, she eventually realized something was wrong and called for IT support.
When the technician arrived the next morning, I expected him to be focused on solving the problem and asking the right questions. What I didn’t expect was how engaging, friendly and attentive he was. He answered a zillion of my ‘but why’ and ‘what if’ questions, shared tips and tricks and taught me how things worked the way they did. He included me in the process and made me feel like I was a big part of the solution.
It was almost as if he took a page from Dale Carnegie’s book, How to Win Friends and Influence People in the Digital Age, newly updated in 2011. One simple lesson from the book is to leave others a little better off.
Rather than ‘big picture’ thinking, the focus should be on ‘small picture’. While big picture thinking is useful, it is often perceived as the only goal. What really matters is the journey – “the many steps that come between what we sow and what we reap.” Instead of chasing big payoffs and big goals, it’s those missed opportunities that make the biggest difference. “Those small chances to go a little deeper, to connect a little tighter and make others feel that much better about their relationship with us.” That’s how to leave a lasting impression.
The story about the awesome technician isn’t over. He must have realized I loved computer games because he gave me an original copy of one of his games, called The Dig. I still have the game CD-ROM today. Talk about a single event leaving a lasting impression. It shaped who I am today and I continue to pay it forward.
I’m convinced the positive emotions I experienced playing The Dig were associated with that great feeling one gets when they feel so much better off after meeting someone. That’s how I felt after the support visit from the technician.
Today, when I meet with a customer, I do everything in my power to offer them flawless service by focusing on the little things that matter to them. That means taking ownership of a problem, listening carefully and being polite, professional and personable. Most importantly, I am committed to leaving each person better off and feeling they are looked after. They never have to worry about their technology again because I let them know I’m just one call away.
Can you recall a time when what you did for someone left them better off? Conversely, can you recall a time when someone left you better off? Please share your story as a comment below this post.