banner ad

Join the Tip of the Week

We deliver sales strategies, tips and resources from the World's Best Trainers and Thought Leaders to your inbox, weekly.

It’s What Makes A Good Company Great

| November 30, 2013 | 0 Comments

What makes great companies great? While what they do is certainly important, I believe it’s more than that.

Recently I saw the following on my friend, Certified Go-Giver Coach Linda Murnane Ryan‘s Facebook page.

Awesome Customer Service just now from Staples. Received my order and wanted to return the headphones ($20) because they didn’t work with my phone. The nice lady said “I just credited your account $21.39, but rather than send a driver to pick them up, we ask that you kindly donate them to a child or a charity that could use them.” How great is that?!

Great, indeed! What a terrific example of an awesome company!

staplesSure, these types of examples are written about often. Mark Sanborn would refer to the customer service rep as a “Fred.” Joe Calloway would say they are being the best at what matters most. Dondi Scumaci would see this as a team built on commitment as opposed to compliance.  Scott McKain would site that as an example of how a company can Create Distinction. And, of course, a master on the very topic of customer service, Shep Hyken, would consider it to be part of The Amazement Revolution.

And, you know what? … They’d all be correct.

Here is the key, and something with which I believe we would all agree:

It’s simply who they are. And, because it’s who they are, it’s what they do!

And, that is just one reason why Staples is so special, and so successful.

In other words, it wasn’t about the customer service or the WOW experience. The customer service and Wow experience is simply a part of…them.

And that defines their greatness.

Your thoughts?

Comments

comments

Tags: , , ,

Category: Lessons From Giving Value in Business

About the Author ()

Bob Burg is an inspirational speaker on topics vital to the success of today’s businessperson. He is a published author, and a founding board member of Club 100, a charitable organization focused on helping underprivileged local area youths. He is an animal lover over and past member of the Board of Directors of Safe Harbor, the Humane Society of Jupiter, Florida. To learn more about him, visit his website, http://www.burg.com/.

Leave a Reply

Read previous post:
receiving is the natural result
The Key Is To Focus On Giving

"Receiving is the natural result of giving value. The key is to focus on the giving...and allow the receiving."- "The Go-Giver series by Bob Burg and John David Mann

Close