| One Step Beyond !! |
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I LOVE Sage. (Note to Mother - Yes you are converting me - Note to self, I should know someone/some company is good when my mother evangelises them!) You know, the guys who supply accounting software (have a look yourself here). On your/our own in business you need easy to use software - that should be a given. But how about this...... Ordered the bundled software through Amazon - delivered no problem but a manual missing for the payroll module......bit like me I thought I could struggle through but when calling Sage to register the product I was prompted to say something. Prompting is important here. I'd given all my details and was just thinking I had finished when I was asked (with proper conviction) whether there was anything else I needed or assistance that could be given. I mentioned the manual and 'Steve' said he'd have a look to see what he could do. Less than 48 hours later the manual (free) dropped on to my door mat. Very impressed. What I take from this story is not how difficult it is to send the manual, and why it should be free, but that this guy wanted to do more for me. I haven't had enough dealings with Sage yet to see if this is endemic across the organisation but it reminded me of something I read in 'Small Giants' recently (got to get round to doing a review but available here on Amazon). I can't remember the exact phrasing but they were talking about a restaurant where instead of asking 'Was everything OK?' in a hollow/scripted tone, as do most restaurants, to which we all give the reply .....'Fine thanks' these guys ask a different question. 'Is there anything we could have done differently to make the evening more perfect/better etc'. Cut to the chase....we are looking for advice from our customers on how to do things better and how to make them happier with our service/products whatever. AND guess what - the customers (us, specifically me in this case) are more than willing to give it PLUS they feel even better about the experience for it - A PERFECT CIRCLE. Talk to your customers.....ask them how you can help them, ask them how you could be better......I bet you'll be pleasantly surprised. Had a similar experience.....let me know This email address is being protected from spam bots, you need Javascript enabled to view it |
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