Browsing the archives for the customer service tag.

iHospital… A quality “unwanted” experience


I dropped my iPhone the other day and shattered the glass… First time that’s ever happened!

This really puts a wrench in my day obviously because now I’ve got to dedicate time and resources to fix an issue resulting from my utter disregard for the laws of physics.

I text the husband after a few moments of shock, and he immediately does his “fix it” thing, which he really does excel at.  He passes along a number for iHospital in South Tampa and tells me to go there instead of Apple because I’ll save time and about $100. OK, I drive over an hour and a half due to unexpected heavy interstate traffic to finally get there.

I’m even unhappier at this point.

I walk into this place, which is setup like a hospital but I didn’t realize you were supposed to wait in the chairs so I’m just standing there while the tech guy is talking to someone about his 2008 MacBook that appears to have multiple problems and is more in need of recycling than anything else.  But, instead of increased aggravation on my part, my unhappiness quickly fades away because I’m watching this guy put some real love into his conversation and willingness to help this guy out.  His patience (and honesty) was unparalleled in the service industry that I experience on a daily basis, so I can’t help but be enamored by this.

It didn’t take long for my turn to approach the counter of shame with my tattered device, and my expectation was that now I’d have to fill out a bunch of paperwork and be stuck sitting there all day like some kind of auto repair experience. In marketing, we sometimes refer to this as an “unwanted” service, equivalent to the enthusiasm one receives from making pre-death arrangements or shopping around for life insurance. I couldn’t have been more wrong about this place…

This guy not only knew a lot about everything Apple, but he was nice and quick and just super easy to deal with.  They told me the phone would be ready in an hour, and it was.  It could have been sooner, but I decided I needed to use the time wisely and hit the mall while I was on that side of town… So much for that $100 that we saved from avoiding the Apple Store.  But, was it worth it? Totally… For all that I love Apple, the retail experience is chaotic and scheduling is a pain.  iHospital was just awesome.  So, it’s at least worth a mention.

The customer experience is the next competitive battleground. ~ Jerry Gregoire

Good service is good business. ~ Siebel Ad

Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you. ~ Chip Bell

A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. ~ Mahatma Gandhi

Here is a simple but powerful rule: always give people more than what they expect to get. ~ Nelson Boswell

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