
The Geek-Squad have a customer service bible called ‘The Little Orange Book’, a remarkable guide to great service (produced by the Squad’s ‘Ministry of Propaganda’ no less). It includes this six-point pledge that every one of their geeks is expected to sign.
I will:
1. Never violate the trust of my clients or disrespect their property.
2. Never say, “I don’t know”. Instead, say “I’ll find out.”
3. Always understand that my clients’ time is more valuable than my own.
4. Assume every problem is my fault, unless proven otherwise.
5. Consider my job done only when my client is completely overwhelmed with joy. And instead of assuming they’re happy, I’ll ask them.
6. Keep every promise I make. Including this one.
I think that this is a really powerful example of customer service orientated thinking that must have some broader general applications.
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