As a Customer Loyalty Expert, Speaker, Trainer, Coach, Business Mentor and Mentor at Thought Leaders Business School where one of our values is to ‘Do work you love, with people you like, the way you want’ it would be remiss of me not to take the opportunity to give a shout out to CUB.CLUB Australia’s members club for entrepreneurs.
I recently decided it would be a good thing to join a business networking community for two reasons – one, to give back to my peers and share my knowledge and two, to widen my network of entrepreneurs, and build real relationships and opportunities with fellow leaders.
After doing my research, I decided to join CUB – they seemed to tick all of my boxes and if you are like me and looking to do the same, I encourage you to check them out.
I don’t recommend lightly! It takes something very special for me to stand behind a person, product, or service, not only because I have very high expectations but also because I have a very high benchmark. Why wouldn’t I, the area of customer loyalty and working with my clients to develop and deliver 10 out of 10 customer experiences is my business and my passion.
So, you may be asking yourself why CUB. Here’s why! From my first interaction and every other interaction thereafter, the people at CUB have exceeded my expectations:
in the way I was welcomed into the community and what I want to share today is the way they managed my very early resignation due to unforeseen circumstances.
Just after joining CUB, my Mother passed which prompted an immediate flight home to New Zealand to celebrate my Mother’s life along with my family.
During this time, I had committed to sessions with CUB which are mandatory as they should be, I was trying to reschedule and due to my change of circumstances with more trips to New Zeeland and living in Tasmania, I realised that I just couldn’t give value to my membership at this time.
So instead of rescheduling, I asked, can you please let me know what it will take to cancel my membership under these circumstances?
I hesitated to ask, based on other experiences I have had and heard of, I just felt like the response I was going to receive would be something along the lines of – they’re not going to be very happy about my request or it’s going to be dragged out or I’m going to have to deal with some not too friendly emails or they are going to tell me they don’t do refunds and even, I’m going to have to stand my ground. You Know those experiences. Right?
To my absolute surprise and delight, I received not one but two extremely sincere emails acknowledging my Mothers passing and before I could reply, I received an email notification to advise my refund had been processed in full. It doesn’t get any better than that!
They exceeded my expectations even in a negative situation for them. I knew there was no clear cancellation clause, but they did the right thing by me.
How many people will I now recommend, how likely is it that when my life settles back to some normality that I will contact them again.
I won’t forget their kindness and understanding.
If you would like to have a chat with me about ‘Customer Loyalty Best Practice’ contact me I look forward to hearing from you
Warm regards,
Craig