It was Saturday morning and Judy was working alone, something we rarely do but it is 2 weeks before the election and it is our busy time. The phone rings and the woman on the other end proceeds to tell Judy that she mailed a package through FedEx and she needs our help. Judy politely tell the lady that we are a bulk mail service and we don’t mail individual packages.
The lady asked Judy to hear her out. She explained that she is in Arizona and mailed a quilt to a lady in Valparaiso but the lady in Valparaiso is on vacation. FedEx left it on her porch and could we go and get it, bring it back to our office for safe keeping until the lady comes back from vacation? (she found our phone number by looking up Indiana mailing services on the internet and our name popped up)
Is it customer service to help a woman in Arizona that will never be our customer? Is it a waste of our time to help out a lady that is on vacation that you don’t know?
As the owner of the business, I believe it is not about customer service, nor wasting time, it is about hiring the right people with the right values.
Judy picked up the package and it is safe and sound in our office waiting for the lady in Valparaiso to return from vacation.
What would you have done?
Read the rest of Donna's blog here!