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August 8, 2008

Truly Remarkable Service

Brenda Haines | Customer Experience DesignHeidi and I had the most remarkable experience while meeting with a prospective client Tuesday.

(I could not make this up if I tried.)

When we entered the lobby, the woman seated at the desk immediately stood, reached out her hand and introduced herself.

“Hi, I’m Mary. Welcome. We’re glad to have you hear today.” she began. “This is Terri.”

On cue, Terri stood and reached out her hand to shake ours. With introductions complete, Mary asked us whether we had a meeting in the building. As soon as we mentioned our contact’s name, she nodded knowingly. She had been expecting us. She asked us to sign in and pick up a visitor badge.

(I was already in awe.)

We were fashionably early, so Mary and Terri continued to stand and chat with us. In the course of conversation, Terri noticed the bag Heidi was carrying and struck up a conversation about it. As it turned out, a woman in the company who sold that type of bag getting out of the business and had closeouts in her office. Terri asked us if we wanted to do some purse shopping.

Unconventional? Yes. Unbelievable? Yes. Remarkable (in a good way)? Absolutely!

So, we trotted down the hall, where we proceeded to find the most darling orange bag at a delightful price. Not wanting to carry a new purse (still in its anti-scratch satchel) into the sales presentation, we asked if we could pick it up later. No problem, they said.

Talk about feeling at ease.

After the meeting, we picked up the purse, dropped off our name badges and signed out. Mary and Terri pointed us to a tray of fresh, delicious cookies, packaged and sealed with little gold stickers. As we took one and left, they thanked us for visiting.

In the course of the meeting, we discovered this company has an extremely low employee turnover rate. Not surprising…

Every single person who has heard this story wants to work there.