Like many people, we recently had to go into quarantine as we recently moved interstate, and as much as this is something you don’t really want to do it, you just have no choice.
What has surprised me the most about this experience is the level of care that has come from Tasmanian Health and the Red Cross. Calling periodically, to check in and simply ask is there anything we need? Is there anything we can do for you?
There is NO intent to police us. It’s not like, are you following the rules?
Their intention is simply to ‘be of service’. How can we be of service to you?
For example, when they found out that on arrival, we didn’t have any food in the house and I had to order online etc, they let me know that if they had known this, they could have ordered and organised delivery on our behalf. It didn’t even enter my mind, this is an example that is way above my expectations.
When you are in isolation for days upon days, knowing that based on the negative results to previous tests in the lead up to moving from one state to another, (tested negative on the way here, tested negative three days after arrival) there’s no possible way we could have contracted COVID, it can be frustrating. Being in lockdown!
Receiving these ‘care’ calls from Tasmanian Health and from the Red Cross about how we are managing under the circumstance and our well-being is greatly really appreciated.
This experience reminded me that both Tasmanian Health and the Red Cross are businesses, and we are currently, their customers in a way. These ‘care’ calls are bang on! Exceeding our expectations and delivering a 10 out of 10 customer service experience.
It makes a massive difference, having people be interested in you, even just if you want to have a chat.
Which brings me to ask,
What are you doing in your business, to show that you ‘care’ when your customers or staff are struggling?
What are you genuinely interested in?
And, how can you make a genuine difference?
As Theodore Roosevelt said,
Nobody cares how much you know, until they know how much you care!
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