That anecdote about a Rolls-Royce owner who got his 2-year old Rolls stuck in deep muddy snow unable to start its engine and the response he got from the RR company always figure in my mind as the best example of customer care that lets your customer know how valuable you are to them.
Rolls dispatched a mechanic right there via a rented helicopter within an hour of the customer calling for help. Now, can you do that for your customer? Of course, you’re not in the same business but how far will you go to help a customer with a failed product bought from you?
Every business should follow this example.
Unless you have a really shoddy product that fails miserably, going the extra mile will bankrupt you faster the setting sun. But if you are fully confident about the product you are selling, consider going the extra mile as an investment in customer relationship management.
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