"Refreshing-ness"
I have a Basement Watchdog battery-operated backup sump pump that's been giving me a low-level alarm lately. 
I did my best to ignore it, but it ended up being more persistent than I could be inattentive so I finally called in to the manufacturer (Glentronics, Inc.). They told me that I probably needed a new control unit, which sometimes happens when a unit is as old as mine.
Since their facility is pretty close to where I live, I decided to drive out there this afternoon to purchase whatever I needed, and then bring it home and (try to) install it myself. Well I'm happy to report that everything sump-pump-wise is again working as it should!
What really simplified things was that I didn't have to buy (or replace) all the non-broken components - like the sump pump itself, or the battery for that matter - their newer model is backwards compatible. I like that. So as I drove home, it felt particularly refreshing that notwithstanding the fast-paced, commoditized, everything-and-everyone-is-replaceable world we live in, here's a company that sold me only what I truly needed. And it was, in fact, what I truly needed. Isn't that refreshing?!
We hear a lot about 'customer satisfaction' and 'customer delight' and 'exceeding customer expectations' and the like. But consider "refreshing-ness." How 'refreshing' are you when working with customers, or colleagues, or vendors, or direct reports? And how 'refreshing' are you when interacting with friends, or family, or your spouse, or significant other, or with someone you just happen to strike up a conversation with while riding the elevator?
I wonder, what goes into making an interaction 'refreshing' ... or not?
I did my best to ignore it, but it ended up being more persistent than I could be inattentive so I finally called in to the manufacturer (Glentronics, Inc.). They told me that I probably needed a new control unit, which sometimes happens when a unit is as old as mine.Since their facility is pretty close to where I live, I decided to drive out there this afternoon to purchase whatever I needed, and then bring it home and (try to) install it myself. Well I'm happy to report that everything sump-pump-wise is again working as it should!
What really simplified things was that I didn't have to buy (or replace) all the non-broken components - like the sump pump itself, or the battery for that matter - their newer model is backwards compatible. I like that. So as I drove home, it felt particularly refreshing that notwithstanding the fast-paced, commoditized, everything-and-everyone-is-replaceable world we live in, here's a company that sold me only what I truly needed. And it was, in fact, what I truly needed. Isn't that refreshing?!
We hear a lot about 'customer satisfaction' and 'customer delight' and 'exceeding customer expectations' and the like. But consider "refreshing-ness." How 'refreshing' are you when working with customers, or colleagues, or vendors, or direct reports? And how 'refreshing' are you when interacting with friends, or family, or your spouse, or significant other, or with someone you just happen to strike up a conversation with while riding the elevator?
I wonder, what goes into making an interaction 'refreshing' ... or not?
posted by Barry Zweibel at 2:31 PM
2 Comments:
Hmm... what does it mean to have a "refreshing" interaction? I would say that it starts with honest and sincere discussions. Expecting to be an employee or an advertiser or company that can talk at people without expecting repercussions these days is simply ignorant. In today's digital, multi-tasking world, people are too busy and too involved in two-way dialogues with their friends, social web communities and family to waste their time or money on companies that force their ideas on others without consideration of the customer and what they want and expect. This is why customer service expectations have been raised to such high levels... people not only think they deserve more but they KNOW they can GET more. They read about the good, the bad and the ugly every day and they want the best in their life. And when a company or employer actually offers a "refreshing engagement" it is worthy of brand loyalty and brand evangelism - exceed one consumers expectations and the word will spread quickly but disappoint and your reputation will be ruined.
What are your thoughts on "refreshing" brands and customer experiences in today's world?
Michelle
Her Career Coach
Thank you Michelle. Nicely said - especially the part about customers KNOWING they can get more elsewhere if necessary.
As an aside, Michelle recently started a new website specifically for women seeking career advice with a female perspective and a community to for them to share their stories with other working women. It's at a www.HerCareerCoach.com. Check it out!
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