The Cutting Edge

Roll Out the Red Carpet: Celebrity Sighting TaxiCab Edition

Last week I had the pleasure of being interviewed by Ron Sukenick, CEO of the Relationship Strategies Institute. We discussed how delivering red-carpet customer service relates to networking and generating referrals. When the podcast is available, I'll let you know.

Towards the end of the interview, Ron shared an anecdote with me that I think is a perfect example of how it doesn't have to cost a lot to give celebrity service to every day people. It's simply a matter of using what you have and looking at things a little differently.

While Ron was in New York City pursuing an acting career, he also drove a taxicab. One day he saw a remnant of a red-carpet on the street to be picked up as trash. Ron picked up, cleaned it, and put it on the floor in the back of his cab. Then, when he picked up a passenger, he would get out of his car and open the door for them as though he were a limo driver - not a taxi driver - and welcome them into his cab with a red-carpet.

Cost of that red-carpet? Zero. Impression he made on his customers? Priceless.

So, tell me, what simple actions do you take to deliver a unique experience to your customers?

Donna Cutting

PS - On a completely different note, Ron is trying to bring back the Pet Rock (remember those?) for a good cause. Check it out.

Roll Out the Red-Carpet: Celebrity Sighting Courtesy of The Make It Great Guy!

Just ran across this post by my friend Phil Geryshak, the Make It Great Guy! He recently had an experience with an employee of Hertz Rental in Kansas City, MO, which makes for a great Celebrity Sighting! Here's a person who knows how to own a customer's problem and find a creative way to say "YES, I can help you!

My friends, I ask you this: When have you been surprised by outstanding customer service?

Warmly, Donna

Roll Out the Red Carpet: Celebrity Sighting Terry Booth

  Recently, when I was in Nashville staying at the Gaylord Opryland Resort and Convention Center, I was playing online in my hotel room and ran across a blog post that mentioned my book. The author was Realtor Terry Booth and, coincidentally, she lived in Nashville. So I invited her to the hotel so we could meet.

Little did I know that I'd be meeting a master of Red-Carpet Customer Service.

Here are just a few things Terry does for her customers:

If a prospective customer is moving to Tennessee from another state, she sends them some delicious (I've tried it) homemade jam with a note that says "Before You Move, here's a Taste of Tennessee."

She also includes information about life in Nashville, Tennessee.

All of her customers get a "Celebrity Gift Bag" with a variety of items. (She implemented this when she read The Celebrity Experience)

She sends birthday and anniversary cards to all of her customers. She will even send cards to their children on their birthdays - including a coupon for ice cream.

Since in a "past life" she was an interior decorator, she provides a wealth of decorating tips to her clients.

All of Terry's customers get a gift when they close on a house - often it's a gift for their children or their pets.

Knowing how important it is to provide "wrap around" service, Terry continues the relationship after the closing. She emails her customers at least once a week for a month after closing with tips on restaurants, schools, shopping plazas, doctors, etc. Says Terry, "I truly want them to feel as though they've made a friend."

In a "down" market, Terry's real estate business is absolutely thriving. As she puts it, "Realtors have lots of competition. We all basically offer the same thing - the only thing that can set us apart is service. Many entrepreneurs choose not to spend money on service related activities because they feel they can't afford to. I feel as though we can't afford not to (spend money and time on customer service.)"

Kudos to Terry Booth for giving her customers The Celebrity Experience.