01 Nov 2009
Did you ever think your UPS guy* would make an impression on you? I didn’t. Until I starting getting packages delivered from Michael at UPS (I actually don’t know his name. Shame on me. I will ask next time**). You see, I live on the 3rd floor of my condo building, in addition to the two flights of stairs outside the building. When Micheal buzzes me with a delivery, here’s how it goes:
Rachel (into intercom): Who is it?
UPS Michael: It’s UPS with a package delivery.
Rachel: Should I come down or are you coming up? (I ask HOPING he’ll say he’s coming up. And, guess what? He ALWAYS does!)
Michael: No, I’ll bring it up! (with enthusiasm)
BUZZZ (as I buzz him in)
But this doesn’t happen with every delivery I receive from UPS or any other company. Sometimes, they wait down there for me to come all the way downstairs to sign for the package. But, every time, Michael says he’ll come up, and does it with enthusiasm, like he loves his job and loves bringing packages door-to-door to customers.
Once I was walking around my neighborhood with a friend, and I saw Michael. I told her, “That’s my UPS guy.” She asked, “You KNOW your UPS guy?” She’s right, most people don’t know their UPS guys. They’re as non-descript as the brown uniforms they wear. But, Michael I remember and recognize when I see him. Last week, he delivered a package to me. Same story. And, when he came to the door, he said, “I’m the nice one.” I laughed, and confirmed that he is “the nice one”, and how much I appreciate that he brings the packages up to the door.
So, kudos to Michael! But, why is it such an anomaly that someone would need to be “the nice one.” Have we come to expect “not-nice” for service these days? How difficult is it to take that extra step (or three flights) to make a customer happy? I would argue, not very difficult. The better service that sticks in people’s heads, is usually worth the effort of a smile, extra time or expense of giving them a nice experience. And, an experience that they may share with their friends. Or come back for more often. Or purchase more.
*When I say “UPS guy”, please assume I’m also including women.
** Update: I finally got another package delivered, and found out his name is Chris Bergeron. Thanks Chris!
(Photo credit: Package delivery)
What do you think? Have we come to accept “not-nice” as the norm? How important do you think it is for companies to take that extra step for service?
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