Stand Behind Your Stuff
Never Forget Who Pays the Bills
I suggest that in good times and bad—but let’s be honest, especially during the bad—it’s imperative that we be outstanding.
Please enjoy a story that clearly defines what it means to be exceptional. It was sent to us by Church Saufley, a long time believer in QBQ! The Question Behind the Question.
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I recently purchased Select-Tech Dumbbells from Bowflex online. After using them for a couple of days, I realized I was going to need a better bench so I went back to their website to see what they had available. While there, I saw they were now offering a bench at no charge with the purchase of the dumbbells I’d bought. Oh, man, if I had just waited I could’ve had my bench for FREE!
Feeling like it was a long shot, I emailed them saying, “I just bought these dumbbells and I see you are now giving away benches—is there any possibility I can get that deal???”
I really expected nothing since I’d missed the promotion, but it made me feel better knowing that I had asked.
Much to my surprise, Amanda Ricketts at Nautilus, Inc. (they own Bowflex) sent me an email stating that she had reviewed my file, noted that I had been a good Bowflex customer over the years (I had also purchased a TreadClimber and the Bowflex Power Pro), and so the free bench was on its way—and no charge for shipping.
Wow!
I surely felt like a valued customer and told several people about my experience.
The story could end there on a note of outstanding customer service, but the best moment happened when the shipment arrived. What I received was a stand to put the dumbbells on—but not the bench. Needless to say, I was disappointed, but I thought, Oh well, I got it for free and I CAN use it, so maybe I should just let it go.
But I couldn’t resist emailing Amanda …
“Hi, Amanda. I know beggars can’t be choosers, but they shipped me the wrong item.”
I thought if I put the error on “they” and “them” then Amanda would save face if it was her mistake and she might be more apt to do something for me. A little sneaky, I admit!
Anyway, I expected some type of rationalization from her and no good result, but again I felt better that I had at least tried.
But evidently Amanda has been injected with the QBQ, because she not only fixed the problem by promising to send the bench, she took ownership for the mistake. Her response:
“Mr. Saufley, thank you for contacting Nautilus Customer Care. I checked your order and it seems I used the wrong part number when I ordered your shipment. I have placed another order for the bench. Please keep the stand we shipped and enjoy it. If you have further questions or concerns, please reply to this email or call us.”
She could’ve blamed the warehouse, the computer system, or me the “bad, bad customer” for asking for so much. But instead she practiced personal accountability and provided exceptional service. It was clearly QBQ! in action! Awfully rare in today’s world, but I must say it was appreciated.
I’ll be a Nautilus customer for life and now recommend them to everyone.
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Stand Behind Your Stuff
Never Forget Who Pays the Bills
These are two outstanding ideas that come to life when you and I practice ownership on the job. And how do we do that? By asking The Question Behind the Question (QBQ):
“What can I do today to exceed my customer’s expectations?”
Believe me, if there is a right time to be outstanding—it’s now.
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