By John Round, Assistant Vice President of Sales, Wheels, Inc.
Many companies overcomplicate their customer experience by using the advice of outside focus groups and consultants. They forget the power of simply showing up.
I recently had an unexpectedly pleasant customer service experience just because someone showed up and did their job, and it made a powerful impression on me.
In the Midwest, spring begins to show some signs of life in June. However, along with the occasional 60-degree day comes the obvious reminder of winter’s toll on our neighborhood. It was during one of those 60-degree days that I was walking our dog and noticed our sidewalk looked as if it had been plowed with a jackhammer. There were large cracks and uneven pavement that made walking on it a challenge.
The more I stared at the sidewalk the more I wondered who’d be liable if someone were to trip and get hurt…in front of my house, which gets a ton of foot traffic.