I have often said that the key to exceptional customer service is small acts of personal kindness. I had just such an experience today.
This morning I got a call from Kristen Schmitt, the owner of Pet Care Au Pair, a home pet care service provider in Ferndale, Michigan. Kristen is our dog walker (she does an amazing job taking care of my two cats and two dogs, and understanding and communicating to me how they are doing when I’m away). She called to let me know that the school across from my house was on “lock down.” Evidently, the school went on lockdown while police were searching the area for a possible breaking and entering suspect.
Kristen wanted to make sure my doors were locked, and I or my husband was home. I have no doubt that if no one was home she would have come over and checked my home herself. Alerting us to trouble in our neighborhood is not part of her job description. But, she clearly cares deeply about her customers and wanted to keep us safe.
After receiving a call like this, can you imagine me EVER switching pet care providers — even if it saved me money? How much ever I loved her before, this small act of personal kindness will be remembered for a very long time.
What small personal act of kindness can you provide your customer that will make them loyal to you?
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