Thursday, October 17, 2013

It's the little things which make the diference

When it comes to customer service and building relationships it is often little things which make the difference, something which I experienced recently highlighting this. There are times when I use DHL for deliveries of parcels and so get to chat briefly with the drivers who collect and deliver the packages. I'm a bit late posting this as he has moved to a different area now but the regular driver for my area recently, Jamie, is a friendly guy who always chatted a bit when I saw him. 

Earlier in the year I left my office in the middle of the afternoon and saw Jamie just about to get in his van on the road nearby, he waved as I went past. As I knew there would be no one at the office to sign for a package if he had one for me I thought I had better check so stopped. Jamie got out of his van and came over to me and confirmed that he didn't have anything for me, adding that he didn't have anything addressed to me at home either, but did I need him to collect anything? None of that is a major issue, but the fact that he took time to let me know, was aware enough of what he was doing and also connects my home and office addresses makes a difference so well done Jamie, and thanks for your help. 

Things like this make my life easier, and also made life easier for Jamie as he could sometimes do one delivery either to home or the office rather than doing two. But in terms of loyalty it means that I have good reason to continue using DHL which is good for them.

A little thing which makes a difference to me and DHL - what can you do to make a difference to your customers?