Have you ever gotten off the phone with an operator of a cable company and said “Wow”! Well, that just happened to me. I had a situation that I wanted to discuss and dreading the phone lines and wait, I was pleasantly surprised when I quickly got right into a human. His name was Stephen. It was obvious he had a sinus cold and was having a hard time talking through the congestion, but he appeared in no hurry to get me off the phone. After the initial details as to why I called, he quickly said, “I know I can help you and you will be pleased”. As he began to search through his information and share different options on my situation, he interspersed with small talk about the football game last night, a funny clean joke, and advice on which channels I would really enjoy.

At the end of the call, when we had worked through the situation and I was ready to go, Stephen offered to walk me through the website to print out for my husband all the new channels he would be getting. Wow! For a low tech person, that was a big added value. I concluded the conversation by telling him how glad I was to have gotten him on the phone and wished every time I called Bright House, I could get him. And that’s when he floored me with his response. He said that was his goal with every call he took. He wanted his customers to feel they were glad they got him, because that in turn, would make them feel glad they had chosen Bright House. Well, Stephen certainly met his personal goal and I made sure to complete a “kudos” for him. (customer compliments are called “kudos’ and will go into his file).

Wouldn’t it be great if every employee in every organization had that as a personal goal – to make their customers glad they got him or her!


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