Attention Brands! Here’s a REAL Customer Service Lesson from Krispy Kreme!

by Chris C. Ducker · 66 comments

Customer service is something that I’m well versed in. I own and operate a call center, after all. However, if there is one thing that I’ve noticed over the last few years, regardless of best-selling books such as ‘The Thank You Economy’, by Gary Vaynerchuk telling us how important it is to look after our customers – especially in the incredibly social, online world that we now all live in, is that it’s not a subject matter that gets any huge amount of ‘good’ press. It’s most ‘bad’.

Like the story of United Airlines breaking a guitar and not responding to millions of YouTube views on the subject until it was too late. Not to mention the fact that in a recent survey only 29% of consumers received a reply on Twitter, following a customer complaining publicly about an issue they had. Think about that Р71% of the companies / brands basically completely ignored a customer complaint. For the world to see!

It’s all quite pitiful really, isn’t it?

However, I’m here today to tell you that all is not lost. Seriously, it’s not.

Freedom Friday

As an entrepreneur, I’m lucky enough to have the freedom to set my own working schedule and for a while now, I’ve not been working on Friday’s (except the odd client call, or meeting). I’ve also been trying to come up with a regular activity that I can enjoy every Friday morning with my wife and our son, Charlie.

Last Friday I woke up with a hankering for coffee and donuts. That doesn’t happen often. So, when I get a hankering of such a kind, I usually act on it!

We jumped in the car and headed to the local Krispy Kreme donut shop. We’ve been there twice before, but never with the little one, who was simply told we were going to get donuts. He likes donuts (duh!?), but didn’t say much more than “I want a chocolate donut” on the way to our destination.

Good morning, Maam, Sir!

We parked, walked into the store to the usual Filipino greeting of “Good morning, Maam, Sir!” and approached the counter to order our treats!

As I sat my youngest at the table, I observed him getting comfortable – matchbox toy car in one hand, the other hand empty, ready for the battle that was about to commence!

His chocolate donut was placed in front of him (I’m an Original Glazed kinda guy, in case you’re interested!), he picked it up with his spare hand, and took his first, surprisingly large bite. As if it had been timed to perfection one of the young, female members of staff came over with a balloon, to his joy and amazement. Donuts AND a balloon? Surely this Friday morning can’t get any better…!?

For Charlie, oh yes, it can!

20mins, some fun and games – which included attacking a few unsuspecting patrons with his green balloon, and a few laughs later, Charlie had polished off his chocolate donut.

We’re on the verge of getting ready to leave and the young lady comes back to our table. This time, however, she brings a paper hat with her and squarely places it on Charlie’s head, asking him “Would you like to see how we make the donuts?”.

Being as inquisitive, but also as cautious as most other 3-year olds, he responds with “Can my Mummy come, too?”. Of course she can. At this point, I pull out my iPhone4s to capture the moment so that we can share it with Grandma and Grandad later on.

Here’s a 60-second clip from the video…

YouTube Preview Image

He was amazed by how the donuts were made. And when he came out from the preparation area, he ran up to me, to tell me all about it.

We thanked our ‘guide’, cleaned up the table and left the store with a smile on our faces, and full bellies. I honestly thought that our experience at Krispy Kreme that morning was finished there.

How wrong I was.

Winning a Fan for Life!

On the way home Charlie said “We sure had fun at Krispy Kreme, Daddy…”. Then he said it again a few minutes later. Then again. And… Then again. When we got home, we showed the video to his grandparents, which was accompanied with his running commentary of the event, which included the word ‘Awesome’ several times.

The sugar rush then came to an end, and he crashed. Literally. On the sofa, with his Krispy Kreme balloon next to him.

When he woke up, he asked to watch the video again. What ensued was another 10min conversation about his experience at the donut shop.

Charlie has not stopped taking about those bloody donuts all weekend! And I for one am very happy about it. Why? Because I’ve found that Friday morning activity I’ve been looking for.

What is REAL Customer Service?

Most people tend to think of ‘customer service’ as being a company taking care of a refund, or another sales related issue, or after sales ‘care’ of some kind.

However, we rarely see it as making an already good experience even better. Even more memorable. Even more enjoyable.

Would we have returned the the donut shop without this great experience? Yes, probably at SOME point in the future. But, not every week, that’s for sure.

Are we going to buy dozens of donuts every week, when we’re there? Probably not. But, I am telling all my blog subscribers, Facebook fans and Twitter followers about my great experience? Yes, I am. And will Krispy Kreme get some additional business out of it..? You betcha!

One of my fondest childhood memories is that of walking to the top of the hill in our town, with my Dad, every Sunday morning to get a newspaper. We did that together for years. I still remember some of our conversations from those 20min walks. Although, it’s the activity itself that I remember more than anything else.

Now, every Friday morning, when Charlie wakes up, he’ll know that we’re going to Krispy Kreme to enjoy some donuts. He might never walk around that prep area again (although knowing him the way I do, I reckon it’s more likely to happen, than not!), but he will enjoy the beginning of each and every weekend going forward and hopefully he’ll remember his Friday mornings with Mum and Dad for years and years to come…

Have you had a great customer service experience? If so, I’d love to hear about it in the comment section below. Let’s make each other SMILE at the start of the week and if you enjoyed this story, please share it with your friends, to give them a smile, too!

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{ 66 comments… read them below or add one }

Nathan Kitchner March 12, 2012 at 18:49

Hi Chris,

Thanks for sharing. In today’s world it is at many times too hard to remember something good and then comment on it, but when bad, the news spreads like wildfire. May I ask if you let the Krispy Kreme shop know of your delight with the service? I know that it is something that I am guilty of, potentially if we applauded a store when they did something right, then it might become a learned behaviour!

I hope that it is anomaly, I know that when I go home (as an expat) that the service levels that I get in my new home country are sometimes not present when I return to the mother country. Could be a lesson to all “international” companies that have a global presence….

Cheers

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Chris C. Ducker March 13, 2012 at 17:02

Hi Nathan

Yes, I did let the staff know that they did a great job, and that we’d be back. I’m looking forward to this coming Friday when they see Charlie again. It’ll be fun.

Thanks for commenting, buddy.

C

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Nica Mandigma March 12, 2012 at 20:03

What a lucky day for Charlie – and for his mom and dad, too!

This is indeed a great customer service story. Definitely made me think how I can do something like this in my own practice

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Chris C. Ducker March 13, 2012 at 17:03

Hi Nica!

Yeah, those donuts are yummy…!!!

It just goes to show you that going the extra mile is STILL something that businesses need to do. Sometimes they get so darn lazy.

I love that place now…

C

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Wayne Edward Clarke March 12, 2012 at 20:34

Krispy Kreme is an interesting company. Apparently they’ve never advertised, and rely 100% on word of mouth. They tried to make an impact here in Canada, but failed to take any market share from the Tim Horton’s chain, the biggest Canadian restaurant franchise chain, who started as a donut shop. Now donuts are Tim Horton’s #2 product, behind coffee, but they have a varied menu as well. It seems Krispy Kreme has great donuts, but they’re coffee isn’t that great to Canadian tastes, and they had no real food or meals. Canadians have become health conscious enough that it’s hard to get us to go into a store for anything as unhealthy as donuts and nothing else.

Whenever I hear the name I can’t help but think; cream shouldn’t be crispy.

It was heartwarming to hear of your great experience though, and it definitely makes your point about customer service. Thanks for sharing it.

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Chris C. Ducker March 13, 2012 at 17:05

Hi Wayne

Yes, I heard that about KK, that they don’t advertise. I think that strategy is AWESOME. By merely NOT having your name splashed all over the place, when someone has a good time and talks about it, it makes it all the more powerful…

Haha… I hear you on the cream not being crispy bit, too!

Thanks for dropping by.

C

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Bill March 12, 2012 at 22:16

Wow, what a great story. Thanks for sharing that with us. It’s very rare to see someone really take an interest in making a visit an experience.

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Chris C. Ducker March 13, 2012 at 17:06

Well, rare, except for at Disneyland…! Thats another place where, every corner is an experience.

My older kids loved it when they were younger, and I reckon they’d still have a great time now!

Thanks for the comment, bud.

C

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Maria March 13, 2012 at 00:45

Hi Chris!

This is a beautiful story! And you made me crave some donuts! :)

I have been picking my mind for about 3 min now to remember a great customer service experience of mine, and I just can’t. I don’t know if I really have never experienced one, or if I just can’t remember one right now.

However, this fact alone shows how rare it is to really have a great experience!

Go Krispy Kreme!

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Chris C. Ducker March 13, 2012 at 17:07

Hi Maria

Thanks for commenting… Cravings are BAD – you should know that with the topic on your blog!!!

It’s a shame that you cant come up with a likewise experience. But, I’m not at all surprised. It doesn’t happen enough, as I mentioned in the post.

I appreciate you dropping by – now go find a great experience!

C

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Maria March 20, 2012 at 07:27

Or, maybe cravings are good! They can suddenly make your life so much more fun! :)

I guess they can be both good and bad. It depends.

Cheers!

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Chris C. Ducker March 20, 2012 at 18:41

Agreed.

And, lets face it – life is too darn short not to have as much fun as possible!!!
:-)

C

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Survivor Mike March 13, 2012 at 01:32

Great story Chris. You are so right about this kid being a fan for life.

For any small business, getting your customer involved is a great idea.

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Chris C. Ducker March 13, 2012 at 17:08

Hi Mike

‘Getting your customer involved…’. That’s bang on the money right there.

Great way to put it.

Thanks for commenting, man.

C

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Benny March 13, 2012 at 02:03

Now I’m craving some Krispe Kreme!! Your son looked like he had fun. Now I want a tour too! :)

I really can’t think of a memorable customer service experience. I just appreciate a warm friendly smile and good attitude. Some places you get people where they have that look of not wanting to be there at all.

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Chris C. Ducker March 13, 2012 at 17:09

Hi Benny

I’ve had that effect on so many people telling that story over here recently…

Live Life, or Die Trying, right……?!! :-)

C

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Rosemary Jayne March 13, 2012 at 02:25

This has just given me a great idea… When I go home in a few weeks I’ll stop off at the Krispy Kreme donut shop in the train station and pick up a donut for each of my parents, and maybe one for myself ;)

And that is exactly how great customer service works, they give you good service, you tell someone or multiple someones, who then think “oh! I’ll…” and bam, tonnes of extra customers. Of course, in my case it doesn’t hurt that I’m already a KK addict ;)

Now I better go and put the countdown to donut day on my phone…

P.S. Your son is so cute!

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Chris C. Ducker March 13, 2012 at 17:10

Yeah, he’s cute in donut shops! But, you should see him when he has a strop on!!!

KK’s are great, aren’t they. I loved ‘em back in the UK, and I love ‘em even more here. And they taste exactly the same ANYWHERE!

Can’t say that about another big brand – Coke!

Thanks for the great comment.

C

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Peggy Baron March 13, 2012 at 07:01

Thanks for sharing this, even though it made me hungry. I’m sure making this a Friday morning event will be something you all will cherish for a long time (even when he’s a teenager and will have periods of time when he wants nothing to do with mom and dad :))

As far as superior customer service…. I like to be on the giving end. It’s so much fun to be the giver and make people happy with a little extra effort on my part. In other words, I have the power to make people happy, if I deliberately watch for opportunities to do so.

Thanks,
Peggy Baron

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Chris C. Ducker March 13, 2012 at 17:12

Ah, yes, the teen years – I have two right THERE at the moment, so I know the feeling! :-)

Giving great customer experiences is even more rewarding than getting them, I would agree 110%. What is it that you do exactly…? Can you give us an example of the things you’ve done that have put a smile of peoples faces…?!?!

Thanks for dropping by, Peggy.

C

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SteveWyman March 13, 2012 at 13:12

HI Chris

A great great story Thanks to you and charlie for shring it with us.

Customer sevice in the UK STINKS it gets me made way to often. DOnt anybody say its becaus ethe pay is rubbish it is in the USA as well bu tthe services is 50x better.

I woudl say the average repsonse is No witha rare yes in the UK.

When I get good service or something special i go out of my way to say so. You know even the service guys at ferrari think your doing them a favour for driving the car !!

It also remending me of the great book In search of excellence from way back in the 9180 :-) its worth reading every year or so. Many of the great companies (kodak etc) have since failed but the msages is clear.

Again thanks for sharing chris

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Chris C. Ducker March 13, 2012 at 17:13

Hey Steve

I hear ya loud and clear on the UK. Its terrible.

And you’re also right about the US, too. Waaaaay better! :-)

Thanks for dropping by, bud.

C

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Jason March 13, 2012 at 14:37

Excellent personal story with message. Thank for sharing. Another powerful consequence is that you sometimes never know who your customer is. As a result of your sharing, I imagine several of your readers might find themselves in a Krispy Kreme sometime in the next couple weeks .

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Chris C. Ducker March 13, 2012 at 17:15

Hi Jason

Glad you liked the story, man. It was enjoyable to share it…

I reckon a TON of people here in Cebu have already – I’ve been talking about it since Friday!!! :-)

I wonder how many tours they’ve given….? They may well be cursing me locally now!

C

PS. Love the name of your blog!

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Vernon Go March 13, 2012 at 16:38

This is simply Awesome, memories like these will surely last for a long time, learned something new about customer service today! ‘Making an already good experience even better.’- this totally got me… Thanks for this!

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Chris C. Ducker March 13, 2012 at 17:17

Hi there, Vernon.

I’m glad you singled out that line, too – thats THE MONEY right there.

Good + Better = Lifelong Fan!

Keep workin’ hard, my man.

C

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John Colley March 13, 2012 at 19:31

Is this the first blog which helps you to put on weight? I felt hungry just watching it!

You are right though Chris – its too easy to knock people down all the time and when you get amazing service its great to evangelise!

Happy Munching!
best regards

John

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Chris C. Ducker March 14, 2012 at 14:05

Yeah, sorry about that, John! (The weight gain that is).

Evangelizing or not, its simple human trait to talk happily about a GOOD time. But, oh man, can we moan when we have a BAD experience!!!

:-)

Thanks for dropping by, mate.

C

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Stephen Jeske March 14, 2012 at 01:33

Chris there’s nothing better than a real life example to get a point across! Wayne’s comment about Krispy Kreme in Canada is spot on, but man they do make great donuts. I remember having them when I used to live in Toronto… boy were they good! But I guess it goes to show you that having a great product isn’t enough to guarantee success… not that there ever any guarantees mind you.

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Chris C. Ducker March 14, 2012 at 14:07

Hi Stephen

Guarantee’s in business are a rare thing. Even though people splash them about all over the internet, like they’re going out of fashioned.

In the REAL world of business, where people EXPECT to get what they are truly paying for, making promises and guarantee’s can sometimes come with a huge price, and massive amounts of lost revenue if you’re not careful.

It’s a shame that KK didn’t work out in Canada, but, hey – they’re doing just fine in the Philippines, I assure you!

Thanks for the insightful comment, buddy.

C

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Wayne Edward Clarke March 14, 2012 at 19:22

Don’t get me wrong, there are still Krispy Kreme locations all across Canada. But I’m sure there are less than 20 of them, whereas there are about 4000 Tim Horton’s here , plus another 600 in the US.

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Mike Stankavich March 14, 2012 at 06:26

Hi Chris, you’re right, it takes surprisingly little effort to make a positive impression and make a fan for life. I’m reminded of any number of Southwest Airlines stories.

Man that kid is getting big in a hurry! Looking forward to seeing you & him again one of these days. We’ll probably be in Cebu full time early next year.

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Chris C. Ducker March 14, 2012 at 14:11

That’s great news, Mike.

We need to keep this entrepreneurial force growing down here! I started a regular ‘Friday Lunch Club’ for us all to meet up at. It kicked off last week, with FIVE of us… Looking forward to growing it.

See you in Cebu soon, buddy!

C

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Sheyi March 14, 2012 at 15:13

And here is Chris tending to all comments. It shows he’s not only writing for us to read alone and learn but he is here doing what he is teaching. There is no better thing than having a loyal satisfied customer – words of mouth goes viral and as such, the customer will invite others and the thing goes on and on and on.

A client beeped me 2 days ago asking me if the adverts I made in 2010 is still valid – a client who bought into that advert referred this new guy to me but unfortunately the ads was no longer valid!

Sheyi

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Chris C. Ducker March 16, 2012 at 17:39

Hi Sheyi

Thanks for the kind words, and I’m glad you noticed my commenting back to everyone. Honestly, I do try and do this for LAL my posts, as you probably know – but, sometimes my schedule permits me for doing it.

Great story on your Ad’s, too. Keep rockin’ and rollin’, bud.

Thanks again for dropping by.

C

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Annie Andre March 14, 2012 at 18:32

Hillarious,

This also made me think of another good take away for business. Get them while they are young novices and you build a strong brand loyalty.. and possibly a customer for life.

ps adorable video.

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Chris C. Ducker March 16, 2012 at 17:35

Hi Annie

Glad you enjoyed the vid and post. It was a fun story to tell, and Charlie is still a fanatic when it comes to talking about KK.

We went back today and he loved it.

C

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Wayne Edward Clarke March 14, 2012 at 19:37

How do I post my picture here, so it shows up with my comments?

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Sheyi March 14, 2012 at 20:05

Wayne, you have to set up your avatar from http://www.gravatar.com with a particular e-mail address. You’ll add your pic and crop it there so anytime you make a post, you include the e-mail you used on gravatar.

Hope that helps.

Sheyi

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Wayne Edward Clarke March 14, 2012 at 23:56

Thanks Sheyi, it looks like it worked fine.

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Sheyi March 15, 2012 at 00:12

Glad it worked for you.

Sheyi

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Joseph March 15, 2012 at 00:38

Great story! And very cool to have a weekly ritual with your son/daughter. Something I will have to remember when the time comes!

My recent customer service story? My wife and I just moved, so we had to purchase mover’s insurance, which in this case was just way more complicated than it needed to be. I had to call the mover’s insurance company 3 times to work through some questions that weren’t answered on their website, and each time, a real human being answered the phone! And not just any person, a person who had all the answers to my not-so-basic questions. In this day and age, this was such a relief to first have a person answer the phone and second, to not be transferred to 4 different departments to get an answer.

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Chris C. Ducker March 16, 2012 at 17:26

Hi Joseph

We went back today to FREE donuts! Believe it, or not.

My son is MAD for KK now. It’s a great little trip first thing, to kick start the weekend.

I hear you on the ‘real person’ aspect of CS nowadays…

Thanks for injecting your story, bud.

C

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Anshul March 15, 2012 at 05:32

I remember when Krispy Kreme first came to Australia around 2004, they used to offer free hot doughnut sampling sessions at around 5pm every evening. This was massively popular as you could see long queues of people lining up to grab free doughnuts!

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Chris C. Ducker March 16, 2012 at 17:27

Hi Anshul

They do the same thing everywhere, I think.

The busiest KK shop I’ve seen was in London, it was located next to a primary school… Talk about LEGIT location!!! It was packed everyday before and after school… Awesome.

C

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Anshul March 19, 2012 at 08:49

Yeah great health food for kids:) If I am not wrong I think their first London location was the iconic Harrod’s store in Knightsbridge!

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Chris C. Ducker March 20, 2012 at 18:39

If thats the case, thats so cool…!

I used to love going into Harrods when the Xmas Sales were on, as a kid. My Mum used to save all year round for that shopping spree!!!

C

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Lester March 15, 2012 at 10:30

Congrats and thanks for leading the way and showing others how to be successful.

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Chris C. Ducker March 16, 2012 at 17:28

Hi Lester

Thanks, buddy – appreciate the kind words and having you drop by.

C

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Lewis LaLanne a.k.a. Nerd #2 March 16, 2012 at 01:27

I loved this story!

It reminds me of Tony Robbins telling the tale of Chris – his waiter at the Chart House in San Diego that completely wowed him with the service he consistently provided to him and his family. He brings this up in his Unlimited Power Seminar when talking about creating what he calls “Magic Moments” for the people in your life – the moments you cherish forever.

Thank you Chris for reminding me to keep this at the forefront of my mind.

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Chris C. Ducker March 16, 2012 at 17:34

Hi Lewis

Glad you enjoyed the story, bud.

Thanks for dropping by, too.

C

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Catleya Evans Cristobal March 20, 2012 at 06:46

Hi Chris,

Good morning!!

Thank you for these wonderful thoughts. When I read through your article, I definitely got overwhelmed and shared it right away with my co-employees.

Now we are all inspired to do something like this everyday!

A big thank you for appreciating our service! I remember you guys even without seeing the video. Thank so much Chris, and YES we’d loved to see you all again!!!

Cat

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Chris C. Ducker March 20, 2012 at 18:40

Hi Cat

Thanks for dropping by my blog. It’s great that you found the article. I can only awesome you’ve never seen my blog before, so how did you come across the article and video…?

We’ll see you guys on Friday!

Cheers,
C

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Ryan Amantillo March 20, 2012 at 18:18

hi chris,

looking forward to your next visit here at krispy kreme cebu!

thank you so much!

ryan

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Chris C. Ducker March 20, 2012 at 18:41

Hey Ryan

Thanks, buddy.

See you guys soon.

C

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Michael Bryant March 24, 2012 at 23:29

Hey Chris great story. Recently I had my “Baby” a Right Hand Drive Mitsubishi L300 Delica in for service at my local shop. The reason that I shared the make and model is because in Ontario, Canada this vehicle is very unique. Some shops refuse to work on these vehicles because they are so different from the mini vans and pick up trucks they are used to working on. On this particular visit the shop was in constant contact with me about parts and timing. When I dropped in for a visit they took me into the shop to show me the worn out brakes. It took a few days longer to fix my Delica because they had to wait for parts, so I was afraid that the price would be higher. However the final bill was lower then what I had been quoted! As I was getting into my van I noticed that the tire hubs were no longer rusty, and they looked sharp. I went back in to inquire if these were new parts connected to the brakes. The mechanic informed me that he had noticed the rusty hubs and while he had the vehicle apart he painted the hubs. This was an extra service he had done, at no extra charge! I will definitely be going back to Two Guys Auto in Bracebridge.

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Taylor March 26, 2012 at 13:30

Great post Chris! Reminds me of a hostel I recently stayed at in Chile. The owner went above and beyond the whole time we were there, driving us to a grocery store on the other side of town late one night and inviting us to go fishing with her and her daughter one day. We ate wild caught salmon cooked fresh on a wood fire on the lake shore. Yea, you bet I told every backpacker I saw where to head after that!

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Teresa April 4, 2012 at 01:12

A few years ago after my father died I felt like I needed to take a break so I went to Orlando Florida with a friend. We stayed at the Royal Plaza in the Downtown Disney resort area because we wanted to use the shuttles and walk to great restaurants. I used the brand-spanking new limo service at the hotel (started by one of their bellboy staff) to pick us up at the airport.

Our plane arrived at the airport an hour earlier than scheduled and the limo wasn’t there for pickup. We waited the hour for him, and he still didn’t arrive. We then accepted a taxi ride from a fellow who was walking along the taxi area offering his services. When we arrived at his vehicle it turned out to be a passenger van from another hotel, but we didn’t have a chance to rethink our choice – he threw our luggage in the back and coaxed us into the seats. I’ve been to Orlando many, many times with my family, but we always went to pick up a rented car first so the route the driver took to get us to our hotel was unfamiliar and seemed very, very long. We were getting extremely nervous before we got where we were going!

When we got to the hotel the gentleman at the front desk asked the precursory question: how was your flight? I laughed and told him that the trip didn’t start very well for a vacation that was supposed to help me get over the “grieving hump” and explained what happened. I didn’t expect him to do anything because I knew the limo service was a separate enterprise from the hotel, but he called the owner to the front desk to meet me. The owner was genuinely saddened to hear our story – turns out the driver never did show up to pick us up for whatever reason, perhaps because he was new. The owner offered his own services personally to take us wherever we wanted to go for the whole week – for FREE! The front desk clerk upgraded our room to one of the best on the top floors where you took a glass elevator on the outside of the building to get to the ground floor. Being Canadian from the land of ice and snow, seeing all that green from the elevator was a healing experience in itself!

Everyone at the hotel seemed to know who I was and took the time to make sure my vacation was the best I ever had, not because of the limo mishap but because they knew I was grieving the loss of my father. They would actually stop me whenever they saw me to talk and ask how my day was – desk clerks, managers, gift shop staff, restaurant staff, just everyone! It so impressed me. In Orlando you may expect them to work harder to make the children’s holidays magical, but not so for adults. That holiday was just what I needed, thanks to the staff at that hotel.

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Charles Henderson April 5, 2012 at 04:19

just confirms more and more where business is going, relationships and experiences are becoming a priority again, core values and relationships should never be forgotten. i think this is fantastic and good news for small companies. I have found, as my employer continues to demand ever more revenue from my consultancy work, its become incresingly hard to retain these values and relationships. Reading this has shoved this backup my priority list again – new year goal – each week i will make an interim call to one of my clients just to see how they are doing. thanks Chris as usual insightful.

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Tom Kelly April 23, 2012 at 23:49

Howdy Chris: Nice to the point post. However, I have a question from a senior citizen. You have throught hard work, built a fantastic business. How come with this post, talking about customer service, I have fired off two emails, over the last 6 months or so, trying to get a direct link to visit with you.

Guess what, no reply, no idea if my email was lost in space…nothing. Did I fall through a crack? I would like a reply for a couple simple questions, regarding your thoughts on low income seniors, who have a dream to build a online income business, and can’t afford the high prices, nor the large monthly fees. Most Guru’s never even address this, and keep cranking out their super programs. Have they lost touch with the reality of the world?

Many people are struggling to merely live…let alone come up with a thousand or more for a training program. However if small monthly payments were made available…It would open up many more doors.

Love to visit, private email preferable…My wife is from Davao! Thanks, Tom Kelly P.S. Not looking for a handout, so even telling me to go to hell is better than hearing nothing!

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Chris C. Ducker April 24, 2012 at 00:05

Hi Tom

I can’t see how your email slipped through the cracks, although it must have – as I haven’t seen anything. Feel free to send me a quick message from the contact form here and I’ll do my best to reply quickly.

In the meantime, i will say this…

Seniors making money online, without little investment is not something I know a lot about – nor have i seen much on the subject online. But, I believe that ANYONE can follow simple steps.

On the subject of ‘building something’, as yourself what you have to offer that can solve a problem for a good sizes demographic.

When you get the answer, go for it.

Thanks for the interest!

C

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THOMAS LEONARD April 24, 2012 at 09:39

Chris, your story is awesome on how to create a great customer experience no matter what the age of the customer is. I can think of a couple of things that we have done with our 3 year old Grandson that he reminds all of the family about. We win as grandparents.
What a great way to wow the family by picking on the youngest and most impressionable, who will let you know real quick if you are doing OK or not.
Kudos for Krispy Kreme!

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Chris C. Ducker April 26, 2012 at 01:22

Hi Thomas

Glad you enjoyed, buddy.

Kudos, indeed.

Thanks for dropping by.

C

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Catleya Evans Cristobal May 5, 2012 at 10:49

HI Chris,

Actually we knew about this days after you posted. Hope to see you again in Krispy Kreme IT Park and we would like to talk to you personally, Sir. Thank you for these great thoughts.

See you soon…

Cat

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Chris C. Ducker May 7, 2012 at 06:42

Thanks, Cat!

Nice of you to comment. We’ll be seeing you again real soon.

C

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Paul Donovan February 3, 2013 at 00:01

I have seen KK do this ‘walk-thru’ for kids before, its a great tool they use.

I recently had the chance to see good AND bad customer service from the same company. It all focused on “sympathy”. I ordered something from a company expecting to receive one brand of the device only to discover it was a different brand I had ordered. The first call to customer service got the “too bad, you have to live with it” style attitude ending with my using the “F” word and hanging up (and posting a scathing comment on their facebook — for which I am now blocked from posting any more). Emailed them my complaint and got no response. So called again to tell them that I was cancelling the payments, got a different customer service person. She showed me how I had made the error, that their company has a no return policy. Same situation, my mistake so tough. But she said “I’m sorry that this has happened….” I told her immediately that while I am upset that I received the wrong product, that it was my own mistake for misreading the contract, but mostly I thanked her for saying “sorry” — unlike the first man who couldn’t care.
Will I do business with this company again, no. Will I recommend them, no. But from my view, I got satisfaction with her “sorry”. This is the third time to use them, each time the buying experience got worse, but at least I got a tiny bit of sympathy for my own error. They won’t see me buy anything again from them. (ironically that company gets Better Business and FB and consumer web site scathing complaints for their lack of service, lack of support, lack of help — totally focused on ripping off their customers — yet they are still in business — and I got sucked in three times to buy from them).

Thanks Chris.

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