A couple weeks ago, my dishwasher overflowed and it was time to get my grease trap cleaned. What I did not know, is that my call would lead to a fantastic customer experience.
Around noon, I called The Grease Trap Man, a service which I have used twice in the past two years. The person who answered was pleasant, I explained the situation and mentioned that I had to leave for a 2 p.m. meeting. Her response was, “let me see what I can do”.
12:30 : place call
1:00 : the cleaning crew was outside my house
1:30 : service completed
1:45 : bill paid by bank transfer
2:00 : I was at my meeting.
Within an hour, my grease trap was cleaned, stress reduced and I got to my meeting on time. This is an example of how a customer journey can be positive, memorable and exceed expectation. It’s a good reminder that positive customer experiences, can be your greatest asset in creating a competitive advance.