Dateline: Day before Thanksgiving, 4:45pm
The cellphone rings… on the other end, a regional manager of Cinnabon — you know, the wildly-addicting cinnamon rolls? He was calling to discuss a letter that my girlfriend had Emailed to them the day prior. On Saturday, we had a less-than-acceptable situation at one of their locations.
She stewed on it for a few days, then sent the email. Less than 24 hours later, the Regional Manager is on the phone to investigate the problem and offer a solution.
How’s your customer service? Do you make the one-off sale and then move on to the next hit, or do you practice this sort of proactive customer management?
Think about it as you wolf down that turkey. Happy Thanksgiving!