A perfect quote for all you entrepreneurs, business and sales people out there.
I recently had a problem with my Mac Pro. I know, not a common occurrence.
I went in to the Apple store to buy a new graphics card, which is where I thought the problem lied. At the last minute I told the 2 (yes, 2) guys helping me that I didn’t want to spend the money to have the computer looked at to see if it was really the problem. They said it’s all free at the store, just make an appointment and bring it in, which I did.
The diagnosis was the logic board, not the graphics card. More money, time in the shop, not a good thing. I left the computer and 2 days later got a call saying it was the graphics card after all and that because they held the computer for so long the card would be free. Yes, free.
I got the computer back and found only one of the monitors (I have 2) was working. I diagnosed it and found the new graphics card takes two power cables, one for each monitor and they had given me only one. I called and explained the problem. They ordered a completely new graphics card because it was the only way to get the extra cable. They had it the next day.
So, I had a problem. The company not only fixed the problem and any ensuing problems but did so in such a way that I want to stay with Apple. I want to support Apple. I want to revisit that store. I want to buy again from Apple. They exceeded my expectations not just with the one on one interaction, but in their way of diagnosing (right in front of me, with full explanation) and in their policy of getting things right, no matter what.
Do you do that with your clients? Do you design your company to do that?
Drawing and commentary © Marty Coleman
“Make happy those who are near, and those who are far will come.” – Chinese Proverb