This week I have had an outstanding customer service experience. Let me give you the context, explain what happened, and consider lessons for photography businesses.
Context
Here in Melbourne, Australia the state government has taken a conservative approach to the coronavirus pandemic. ‘Lock downs’ are the tool of choice to contain and eliminate the virus. We are currently in our sixth lock down.
During this time I have started cycling. It’s a terrific way to keep fit, lose weight, and to enjoy the 2 hours of exercise time allowable each day.
I have been cycling during Melbourne’s pandemic lock downs
When it comes to bike servicing, I have been going to the local bike shop. Cycling is enjoying great popularity right now, and bikes shops are busy. On my two most recent bike services, the bike has been in the shop for a week. That’s been annoying for me as I only have one bike and am keen to ride.
What was the Outstanding Customer Service Experience?
One of my cycling buddies recommended a mobile bike mechanic who comes to your home and fixes the bike on the spot. Not wanting my bike to be in the local shop for another week, it was time to give the mobile bike mechanic a try.
10.15am I call the mobile bike mechanic and it goes to voicemail.
10.20am My mobile phone rings. The mechanic is in my area and may be able to come today. They will get back to me.
11.30am The mechanic calls to let me know he is finishing his earlier job, and can be at my house in 15 minutes if it suits me. Yes, yes, yes it does suit me.
11.45am Bike mechanic arrives. We enjoy 10 minutes discussing bikes, and agree what will be done to mine.
1.00pm My bike is fixed
1.30pm I go for a ride!
What did this Outstanding Customer Service Experience Cost?
The irony is that it cost less than it would have if I had taken the bike to the local shop.
Yes, the bike was fixed 3 hours after I first left them a message, at a lower cost than it would have been otherwise. In addition to fixing my bike, the mechanic added value by discussing likely future service issues, and brands to consider when I come to purchase a new bike.
As you can imagine, I will be using the mobile bike mechanic again.
Lessons for Photographers
This experience is a fantastic reminder that while my business provides digital images, prints, canvas prints, albums and other products – I am really in the business of customer service.
I want my customer to be happy with their images but I really aim for the experience to be so good that the customer doesn’t ever think about going anywhere else. That is the experience the mobile bike mechanic gave me.
If you’d like to read about other customer service experiences I have had please see these links. Investing in Relationships, and How Not to Run Your Small Business.
I hope this outstanding customer service experience lesson can be useful in your photography business. Keep smiling. (And if you live in Melbourne and need a great mobile bike mechanic – get in touch – I can recommend one!)