Being Responsive is Remarkable in Today’s World

Posted on by in Customer Service, Remarkability

The other day I was talking with my wife about what it takes to be remarkable in today’s world, and one of my conclusions was that, in today’s world, just being polite and kind or answering the phones and being responsive to e-mails, can often be remarkable.  Just think about how many stores you’ve entered lately with sales people who don’t smile or are even rude.  Or think about how many companies have endless loops of voice mail options.  Or how many people do you send an e-mail to and never get a response back from—or if you do, it comes weeks or even months later (like the one I recently got from the editor of Leadership Journal—four months after it was sent!). It is amazing, but in today’s world, just doing the decent/polite/kind thing is REMARKABLE!

So, this past Thursday, I was working on a project and I thought about an e-booklet that Tom Peters had published on his website called Project ’05.  I liked the simple sleek DESIGN of it (as well as a couple of other downloadable pdfs on his website, like 100 Ways and The Talent Myth).  So, I clicked on the contact us link and sent an e-mail to the link asking about what program the designer used to create those pdfs.  It was an odd ball request so I didn’t anticipate a response for a couple of days.

Well, was I shocked when I got a response from Cathy Mosca (YEAH!) who got back to me within just a few hours of receiving this weird request.  She tracked down the person who designed the pdfs, who was an outside agent, and  found out what programs she used.  I really was WOWed, using Tom Peters’ vocabulary, by this simple act.  Then, later that evening, I sent a second weird request.  When i saw Tom several years ago at the JW Marriott in D.C., he spent his whole presentation time off of the platform, walking around the room, yet advancing his own Power Point presentation.  So I thought, I wonder what brand of RF he used/uses to get such distance from anywhere in the room.  So, at around 9:13 p.m. I sent off another e-mail to Cathy.

Well, guess what?  By 8:30 a.m. I had a response from Cathy, who once again had to track down information from others before responding to me.  So, in my book, Cathy is REMARKABLE!  I don’t know her personally.  And she doesn’t know me.  In fact, Tom doesn’t know me so I’m pretty positive that I’m not on any "Get back to this guy immediately list."  Cathy was just doing what I’m sure she does for everyone.  She was being REMARKABLE by doing the right/kind/polite/responsible thing—and in today’s world, that is remarkable!

Thanks again Cathy! You’ve set a standard for all of us!!!

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4 Responses to “Being Responsive is Remarkable in Today’s World”

  1. Philip Canarsky 22 October 2005 at 10:09 am #

    You are so right. This was driven home to me yesterday.
    Our son had fallen down and cut his lip, requiring stitches. I first took him to our family doctor, who had me go to the emergency room (something about not wanting to strap down a toddler in his
    office :) On my way out he mentions that he is not going to bill me for the visit .
    The next day (yesterday), he calls in the middle of the afternoon to see how everything turned out.
    I know, not a big deal. But I was speechless. He had no obligation to call, but he took time from what I know to be a busy day to do so. I am still speechless.
    And here is the win for him, my loyalty just jumped 300%.

  2. Pat Callahan 22 October 2005 at 10:13 pm #

    I’m curious – what RF unit was he using?

  3. Malcolm Munro 23 October 2005 at 3:45 am #

    I agree. In a world where customer service has suddenly become an optional item, the little things truly make a difference! In my experience, the biggest difference between average and great organizations is the level of customer service. I experienced this over the past two weeks of travel and saw very quickly why Southwest Airlines is beating the pants off the competition in air travel. The service level and positive attitudes of employees there make all the difference!

  4. ruth 26 October 2005 at 12:03 pm #

    Yes, customer service goes beyond what you require to do. It doesn’t direct people , but helps them understand their way.

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