I would like to introduce you to Lori. She has been delivering our mail for the whole time we have lived in our home, about 13 years. We have exchanged pleasantries and a thank you here and there over that time. Our paths only cross, on average, about one time a month.
Last week I had to run a few errands. One of those would be to swing by the post office, drop off a few letters and confirm that one of them had the right amount of postage. Just as I was backing out of the driveway, our Lori pulled up in front of the house. I got out of my truck and walked over. She greeting me with a very nice smile and started to hand me my mail for the day. I handed her my stack of mail I was taking to the post office and inquired about the one bigger envelope and if she thought I had the right amount of postage. She took it from me, looked at the two stamps I had placed on it and said: “I’ll take it back to the office and weigh it, if it needs any more postage I’ll pay it and place a note in your mailbox tomorrow.” That’s all it takes to close the gap, the Final3Feet, on the customer experience. Just care enough to serve your customer. Especially if it’s from an organization not exactly known for it customer experience.
Lori has been delivering mail for about 30 years. Even though we have had limited interaction, I have never passed her as I driven down the street or walked out of my home as she drops off the mail, where she hasn’t smiled and waved. Our brief interaction today ensured that I don’t see her as just a mail carrier. She is an amazingly friendly and dedicated part of my community.
Remember, it is the Final3Feet that matters. Close the gap to a great customer experience.