I came across a great blog entry from Heidi Miller about customer service. It really struck a cord with me and I thought it was worth a mention here on THE DIFF. Heidi talks about great experiences with the Great Harvest Bread Company and her local dry cleaner.
Heidi mentions some basic concepts that we hold dear and true at Quicken Loans. First, she appreciates Great Harvest Bread’s OFFICIAL company policy to offer customers waiting in line a free piece of bread. It’s nice when a company cares about its customers!
Second, her dry cleaner knew her by name and order and she’s only been there a few times. It’s nice when a company makes a customer feel important and special.
Heidi is right on the money here and it’s a shame more companies don’t operate by these principles. Just another example of how the little things can make a big difference!