My Schwan’s delivery guy, Nihad, just left. I spent somewhere around $65 on food products that I could have purchased at Trader Joe’s and spent closer to $40. I should add I have been purposely dodging the “Schwan’s man” for the past two months because the company keeps changing drivers on me. I have to constantly re-train the new guy in: “don’t go to the front door, the dogs don’t bite but they will jump on you, don’t leave the gate open or they’ll run out….and always save a package of mint chips cones on the truck for us, even though I could pre-order and guarantee they would be there but I don't, because I'm lazy and don’t like to commit to being home between 1:00-5:00 on Mondays.” I digress.
Today was different. Mostly because I was caught off guard and didn’t hear the truck or see him walking up my driveway until one of my daughters said, “some guy is at our house.” A part of me wanted to tell him, “I don’t order Schwan’s products anymore, no need to stop here,” but he was a young guy, held out his hand to introduce himself and shook mine and said, “I’m Nihad, your permanent driver, I’ve missed you several times and am glad I caught you today.” He was friendly, relaxed with confidence, asked questions about my family, offered meal suggestions and pretty soon I had a $65 order created. He was authentic, friendly and I felt like I was buying from him, not the company. I went from being frustrated with the company, to wanting to support the future success of this Schwan’s representative. I’m hooked back in and even told him I’d pre-order next time to save him time (what?!).
I recently spoke about customer engagement with respect to panel management. So yada, yada on best practices….click here if you want something to fall asleep to tonight: 6 Ways to Increase Panel Member Engagement. What I get passionate about is when I see it lived out. Like Nihad just did here.
And if you really want to experience the best customer engagement I have ever been witness to, visit the Fairmont Castle in Banff Canada. I was so impressed with the customer experience from every single employee there, that I came home and stalked the hotel manager and employee leadership director on LinkedIn to find out, “Okay, how do you do it?”
More on that next time! It’s time for a mint-chip cone.