Dr. C says he's a fanatic about fanatical customer service. He tells a story about a clerk at L.L. Bean who received a pair of scuffed up, ten year old boots in the mail. He says they came from a cowboy in Montana who wrote this note: "Dear sirs, these boots don't fit."
The clerk picked up a new pair of boots, packed them up and shipped them to the cowboy. Dr. C says the president of L.L.Bean put those old boots in a glass frame and hung it over his desk, because that was fanatical customer service.
He mentions another story about man who shopped at Nordstrom and bought two suits and clothes to take on a business trip to Chicago.
When the man went to the store to pick them up on his way to the airport, they weren't ready. But when he arrived at his Chicago hotel, his two new suits were there, together with two free shirts and ties to match. The note read: "Hope you do a lot of business in these new clothes."
Dr. C calls that fanatical customer service.
He says all of us have customers: internal, external, at work, at home, in our clubs and churches. Dr. C says we have the chance to be wild and fanatical; to give customers something they never expected; something that makes them say: Wow!
Leaders give fanatical customer service. You can be a leader too, if you want to.