Little Roy and Big Fred – Customer Service on Steroids

While on holiday this past week, I was at my parents’ when a new set of stainless steel appliances was being delivered. Delivering heavy appliances is a tough job on any day; yet as most of you are aware, it has been over 107 degrees most days in the south. This day was no exception and you could cut the hot humid air with a knife. This gives new meaning to the phrase “this job was some heavy lifting.”

What my parents and I experienced in this short 45 minutes was nothing short of amazing. Our exposure to the two delivery men started with a jovial call earlier that morning saying they would be at the house at 11:15 a.m. – which was 45 minutes earlier than the promised time. And promptly right at 11:15 a.m., they arrived.

“Good Morning! You must be Mr. Kaufman?” The energetic greeting was something one might expect on a Sunday morning at church, not necessarily by a Sears delivery team hoisting several hundred pounds of metal in the heat of the day.

The ultimate customer service experience continued to build from there.

  • Happy, friendly conversation with ear-to-ear smiles throughout the entire interaction.
  • Thorough knowledge of the appliances.
  • Ultimate care and take charge demeanor throughout the installation.
  • Attention to cleaning up after the installation – down to wiping down the appliances.
  • Gratitude for the business and solicitous inquiry for feedback to improve in the future.

Does it get any better than that?!

These two men, Roy and Fred (we nicknamed Little Roy and Big Fred due to their ‘Mutt and Jeff’ disparate sizes and statures) obviously LOVED their jobs. They wanted to exceed the clients’ expectations. They wanted the customers to be delighted, not only in their new appliances, yet also in the overall experience.

We were.

The simplest of exchanges resulted in a raving fan and delighted customer. It is amazing what happens when an individual LOVES what he/she does and is committed to being the BEST in the service he/she provides. What so many of us could learn from this example! If this is the standard approach of a Sears delivery team this could perhaps be a turnaround in the making.