Black Belt Service

“Black Belt” is synonymous with the best.

I experienced some Black Belt Service this week. I had some printer cartridges refilled and installed one of those refills on my office printer. However, it didn’t print properly.

After trying to align the cartridges, clean the print head, and all those maintenance tasks, I called the store where I got the cartridges refilled to see if they had any suggestions.

I described the symptoms, and the guy asked for my address. Then he said, “OK, I’ll bring you a new cartridge. It sounds like it’s our fault.”

What?

I was so stunned by this level of service, I talked him out of it.

“Uhh, no, you don’t have to do that. I can come by and get another one,” I said.

“It’s no problem. I’ll be glad to bring one to you,” he responded.

I had another errand to run, so I went back to Cartridge World where the guy tested my cartridge.

(Turns out it was just needed to be primed a bit.)

Now, I’m not Cartridge World’s biggest account in my city. Probably not in the top 50. So that makes it even more impressive that they were willing to come to me to resolve a problem.

I expect I’ll keep using Cartridge World for a while.

Are you offering that kind of jaw-dropping service to your customers, whether they are internal or external customers?

Do people say, “Wow, I sure didn’t expect that! Thanks!”

Why not? What do you need to change to start providing that level of service?

This entry was posted on March 6, 2008 at 10:55 am and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response or trackback from your own site.