Marie Forleo introduction

Hi!

I'm Marie

You have gifts to share with the world and my job is to help you get them out there.

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Have you ever had such an extraordinary customer service experience that you couldn’t help but tell everyone about it? I bet you have.

Because when a business gets customer service right, it’s transformative. The positive ripple effects travel far and wide. When you’re treated with care, humanity and love — you’re far more likely to keep those good vibes going. You’ll be that much kinder to your co-workers, loved ones and even strangers.

No matter what business you’re in, caring is the most powerful marketing strategy there is. Let your big heart be your biggest competitive advantage. Click To Tweet

But outstanding customer care isn’t just great for our emotional health, it’s vital for the health of our businesses, too. Just think about how many people you tell when a company cares enough to go above and beyond.

That’s why I’m excited to give a shout out to this award-winning airline in today’s MarieTV.

Watch now for four customer service strategies to put to work in your business.

Check out this episode on The Marie Forleo Podcast

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Tell me in the comments — when was the last time you experienced stellar customer service from a company?

What specifically did they do to make you feel special?

Leave a comment below and let us know.

Remember, share as much detail as possible in your reply. Thousands of incredible souls come here each week for insight and motivation, and your story may help someone else have a breakthrough.

Important: share your thoughts and ideas directly in the comments. Links to other posts, videos, etc. will be removed.

No matter what business you’re in, caring is the most powerful marketing strategy there is. Let your big heart be your biggest competitive advantage.

Know any entrepreneurs who would appreciate these ideas? Share this post. Let’s bring more kindness and care back into business.

With so much love,

XO

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135 comments

  1. Another great one, Marie!

    • Heather- Team Forleo

      We’re so glad you enjoyed it, Janelle! Thanks for watching.

      • Darla Williams

        Excellent Customer Service is my specialty. This is the heart of my business. I absolutely love people. As well as helping them to achieve their dreams. Thanks for the reminder.

  2. I racked up a bunch of points at one of those “send a mini box gift” companies and my points expiration date was coming up. I didn’t need to send any gifts at that time, but knew the holidays were approaching, so I asked their customer service if I could “please please keep my points until then??” Answer? Nope. So I lost the points, and the company lost my future business too because I was so bummed. Meh customer service.

    Meanwhile, I’m a VIP member of a cleaning/wellness product company. When my membership went up for renewal, I got an email from their customer service telling me that they value my membership so much that they want to keep me at my introductory rate! I was actually going to renew no matter what, but this not only clinched my lifelong devotion to them, but also pushed me right up to the social rooftop to sing their praises to all my friends and fam. Best customer service!

    • Heather- Team Forleo

      Thanks for sharing both of those experiences, Katie. Isn’t it amazing how you had 2 different experiences and 2 different outcomes? Here’s to more companies being like company 2 and creating raving fans like you.

  3. Erin Bagwell

    I’m obsessed with terminal 5 at JFK. Welcome to the club, Marie!

  4. I’ve become so used to poor customer service that when someone meets – or even (imagine this…) exceeds my expectations I will shout their praises from the rooftops. I’ll willing to write a review for them, share a testimonial, and refer them to everyone I know. This follow-up behavior used to only happen when I was disappointed with an experience, but now the good experience is such a rarity, they’re the ones I focus on promoting with all my might!

  5. Thank you for another sweet juicy episode <3

    I can't remember the best customer experience I had but in general ever time they were genuinely kind and caring … not forcefully polite with just teeth smiling 🙂

    Actually, I do remember now … what wasn't really a customer experience but roughly about 10 years ago after just having had an operation, I was in great pain … a male nurse (hope this is the right term) came over and wiped my tears away so kindly and gently that it made me cry even more lol … but I will probably never forget that feeling of being taken care of <3

  6. Ermagherd, customer experience is EVERYTHING! I find this so hard to get across to my clients though. I always say: it really doesn’t take much to stand out in a sea of mediocre, and those that do get ahead way faster.

    I am a customer service NUT and I travel internationally about once every 6 weeks so I have a lot of terrible experiences and a handful of great ones. The great ones always turn me into a raving fan of whatever product or service I’ve been on the receiving end of. Knowing that, why would you NOT want to deliver an equal level of excellent customer experience to your end user? No brainer! Thank you for educating the masses Marie!

    • Heather- Team Forleo

      We totally agree with you, Heather. Why WOULDN’T you!?! It’s such a cool way to create loyalty and experiences that stick with people forever. We agree and thanks for watching and sharing. We love hearing from you.

  7. You guys are just adorable! I agree that we need to go the extra mile for our customers. I know how special I feel when I get “unexpected” service. I work with peoples family photos, histories and stories so it’s important they feel special – cause they are. A few weeks ago, I went through a drive-through and as I was paying the girl looked at me and said “wow, you’re pretty!” um what? So unexpected, so kind and really it made my day. A kind word, an unexpected service, going above and beyond your promises should be natural and effortless.

  8. (En français, on dirait ” Vous êtes graves, les gars”.
    In other words, in English: We love you guys, Marie’s team.)
    We have a nation spread brand in France, called LA FNAC (IT, Books, Presents etc).
    I buy my mobiles telephones and computers from them.
    Now I happen to find myself with so many problems with my IT stuff (probably because of my personal waves but anyway) that I OFTEN visit the after-sales department.
    Now they do know me over there and whenever I have to return my material for any reasons, they exchange it for a temporary replacement one, even though my guarantees are far off.
    I like that.
    In France, we think that free gestures are a due – wrong idea.
    What I like the most is when I drop by at the after-sales service to ask questions about…the product I am about to buy (and not to return).
    The fact that they consider me as a whole customer (returner and buyer) makes me feel human, considered.

  9. I am in the Auto Detailing industry. I had a great experience by going above and beyond for a new customer. She had a new car which is a baby to her. Never dropped it off before with a stranger. To enlighten her experience I made her a personalized link from Google Drive. I captured plenty of photos and videos, she could view the pictures at night and when the car was completed. She loved that. On top of this she gave me a 5 star review.

    • Heather- Team Forleo

      This is amazing, Kenya. That extra mile and care will stay with that customer for a long time to come. Bravo and high five to you!

    • Kenya, this is brilliant! Hats off to you!

  10. Yaaassss! Talking about customer service makes my heart sing.
    I have a degree in hotel management and worked for a major hotel company for many years.
    One of the main things I learned was to think of what guests/customers need before they even know they need it… almost like magic.
    Being a great, empathetic listener is key to making this happen.
    Surprise and delight stay with people on an emotional level and can take you from a transaction to an experience!

    • Heather- Team Forleo

      Surprise and delight! Two of our most favorite words, Sonja. Empathy is like the unsung hero of customer service- you’re so right! Thanks for watching and sharing your thoughts with us.

  11. Loving these reminders. <3

    In my business: I definitely try to give an A+ this in my business but am always hoping to get feedback on how well I'm actually managing it. Equally, language is such a crucial tool; and even in the way we speak to ourselves in terms of mindset, the words we use are seriously important! I constantly tweak this in my emails, articles and self-talk to see how slightly different words can change how I feel.

    An experience of another service:
    I recently took a coach up to London instead of the train and it was just… seamless, the driver was patient with me double-checking I had the right number, and they had an app for free wifi that included a bunch of extras. I didn't need them, but knowing they exist means a lot to my friends with kids, since there were a bunch of cartoons for example. I have a feeling it's part of the reason the 3 hours journey was pretty quiet too: people were entertained 🙂

  12. Joanne

    I recently attended a cooking class at a winery. The owner/host of the winery was not the chef… she was there in a supporting role. But… it was her winery and her business – and man, she knew how to work the personal touch. Upon arrival she greeted me by name! And we had never met before! She knew who each of the attendees was and where we were from. It was the most personal touch I had ever experienced. Throughout the cooking school she interjected into the conversations with a personal and knowledgeable approach – always using our names! It was so simple – but so incredibly powerful. I felt like I had known her my whole life – yet we had just met. Shout out to Nicolette. Amazing

    • Heather- Team Forleo

      Love this, Joanne! Here’s to Nicolette getting it right- just by using a name. Simple and amazing all at the same time.

  13. judith romero

    Thank you team Marie,
    I think it was realy helpfull this video about the airline, it realy got me thinking of the little things we can do for ours clients and for other companys what a good idea to see and make a fuss out of the cool service someone do.
    Thank you.

    Jud.

  14. I haven’t watched the video yet and I’m so curious whether we’re talking about the same airline!

    I had a remarkable moment with Southwest in August. My boyfriend and I were flying to Las Vegas for his birthday and we mentioned it to the flight attendant. The gentlemen offered us bloody mary’s on the House to celebrate! We were so impressed and delighted by the kind gesture.

    Another Southwest memorable moment was a recent flight from Jersey back home to Indy. I was extra hungry and asked for more pretzels. The flight attendant gave me four more bags and then pointed up to the overhead bin and said, “Help yourself if you need more!”

    Because of these moments, I have extra fondness and affection for Southwest.

    • Julia - Team Forleo

      What awesome examples of exceptional customer service, Morgan! Pretty incredible the lasting impact and loyalty that making people feel seen and special can create, isn’t it? Thanks so much for sharing your positive experience with Southwest here 🙂

  15. Well, we had a bad experience that ended up good. My husband bought new cowboy boots (Justin brand) for the ranch about 3 months ago. Cowboy boots can be spendy and are an investment dor ranchers/farmers. The seam on the side started coming out. Hubby contacted Jus5in and they told him he could send them in at our expense and they’d decide if they were willing to fix them or not! Um, a seam coming apart is an issue from their end! And they made it sound like we were also responsible for having them return them to us. No freaking way. Hubby went into the Big R Store where he bought them and was looking at new boots when an employee came up and they started talking about what had happened. She got the manager and he told her to replace the boots! What?! Never expected that! We will never buy Justin brand boots again, but Big R just made us an even more loyal customers who will tell others about our amazing experience!

    I have packages ready to send out to the gals in my monthly learn to paint group on Facebook. Not just thank you cards, but they’re each getting a canvas and other fun things with that thank you card and I am doing it before the holiday rush so it is remembered on both our ends. I love excellent customer service and I will always provide it to the best of my ability!

    • Julia - Team Forleo

      What a great example of customer service do’s and don’ts, Mel – thanks so much for sharing it with us here! Love hearing that you were treated right at Big R and they’ve inspired your loyalty. Also SO powerful to remember that happy customers spread the good word!

      How amazing that you’re sending such a beautiful thank you gift to your customers 🙂 They’re going to remember this and hold it in their hearts for a long time to come!

  16. Dyan

    Happy it’s Tuesday!!! Loved this! Though as a stuck B-schooler, this had me thinking…

    I don’t have my own business yet, but I’ve been freelancing in a few projects to test drive… but THIS is something that made me notice somethin I hadn’t seen. I believe that working in service for a while and getting into my client’s shoes has always given me that extra something. I actually think I do have a few “fans” of how I do whatever I do. I always aim to be my workplace’s asset when it comes to customer experience. I have worked everywhere: as a waiter, had a coffee shop, did some catering, taught English at several high schools, been a hula, jazz and tap instructor for years, art researcher, sales representative in a gallery, English-Spanish-Italian translator, I’ve written for a gourmet magazine, worked as a wedding photographer, I even did a Disney gig when I was younger and I’ve loved it all because of the people I worked for and not necessarily with… I believe customer service is my passion. I was just wondering if this by any chance could help me out and instead of adjusting my STRB plan to all I think I want (when I am actually working on a gig I always think that is THE one, until the next idea pops up… multipassionate here and no kidding) maybe I can actually start from here my focus. Could this be done? Just a thought!

  17. Respect, value and creativity. Yes! So good.

    This is a sad one but true – last week my 4 year old dog was hospitalized at a wonderful place called South Paws in Fairfax, VA. Not only did the doctor and nurse call me twice a day to give me updates on our dog, Frank, they also accommodated my visit any time I wanted to go see him. With so much sadness, we lost Frank after day 5 of being in the hospital. However they let me stay with Frank until the end and even allowed us to bring in our other dog into the room to say goodbye to him too. They gave us time to share our favorite stories about Frank and have a private moment and good memory in the hospital. After it was all done, South Paws hospital was the first dog sympathy card we received in the mail, with a personalized note from the doctor telling us how sweet Frank was and how kind he was. All-in-all it was a heart-wrenching experience but they did their best to provide a warm and kind customer experience.

    Thank you for the reminder about our own business. Great food for thought ….
    XO
    Radell

  18. Hi Marie,
    Yes, isn’t JetBlue great? My moto is, if it doesn’t fly there, I don’t go there. I love trying to use people’s names as much as possible. It is a simple thing (when you can remember a name – repeat it immediately). I find even when I call a customer service myself and use their name, I too get better service. So, thank you MARIE. 🙂 See what I did there?
    Mary

    • Julia - Team Forleo

      Absolutely Mary – using a person’s name is so simple and profound! Making another person feel truly seen, heard, and special creates a positive impact in all our interactions – both as business people and customers. Thank you for this great reminder!

  19. Katie Chana

    Love you Marie!

    1. I am a yoga teacher and whole life coach. I would love to use these lessons to make the experience of working with me feel like a spa day every time you come to a class or meet with me. Lighting, smell, sound, snacks and drinks, etc.

    2. I had a great experience with Follain, a skin care line, recently. There branding was on point, they included an extra gift, the sale price was awesome, and my stuff arrived in a timely fashion in super cute packaging!

    • Julia - Team Forleo

      LOVE these ideas and examples, Katie! It’s all about providing a beautiful, positive, memorable experience for your clients. Yours are so lucky to have you!

  20. Theresa "T" Koenke Diaz

    I just recently had a fantastic experience with an HVAC company when I needed to replace my furnace. Right from the get-go, this is not the most fun of expenditures but a definite necessity, and a local company made it as pleasant as I could ever hope for. They went above and beyond by not only installing the new furnace but giving me 2 free carbon monoxide detectors that were not included in the quote and doing some extra work–securing a dangling wire out of the way so that it wouldn’t get clipped when closing the furnace cover, noticing and sealing up an unnecessary piece of duct that was allowing additional cold air into my home. Customer service on the phone was terrific and pleasant to deal with, even taking time with one of my parents who is part-owner of my home but out of state and had some further questions of a technical nature about the furnace replacement. One of the very smart marketing tools this company used was to affix a sticker to the previous furnace when they had serviced it before I purchased the home. So, when my furnace coupler needed replacing last season, I could easily access their contact information right on the furnace door for a service call. I then did the same when the furnace bit the dust a few weeks ago. There were so many other nice touches to their service, including such incredibly and unexpectedly pleasant attitudes from the installers, that I posted a Yelp review regarding my +++ experience with them. Great customer service really makes a difference, attitude is everything, and because of how I was treated, I’ll recommend them to others and am a customer of theirs for life.

    I also have always traveled JetBlue — and, yes, they are AMAZING! 🙂

    I hope to follow this company’s and JetBlue’s examples and come up with ways to go above and beyond in my future voice-over and SoulCollage businesses.

    • Julia - Team Forleo

      Wow Theresa, it’s awesome to hear about the exceptional experience you’ve had with your HVAC company! It sounds like they’ve carefully thought through each aspect of their customer experience and put attention and care into each one. You sharing your positive review speaks volumes! And yes – in the end, it’s really all about how we’ve been treated and made to feel, isn’t it? Wishing you all the best as you infuse this ethic into your future businesses – SO exciting!

  21. Well Jet Blue certainly has their priorities organized…..I loved everything you said about the company. In Canada Porter airlines distinguishes themselves in a similar way and I love supporting them whenever I can.
    I also wanted to mention that your presentations always hit the mark, Marie. You are a skilled presenter with a deep knowing of who you are and what you’re here to do. It shows and is much appreciated.
    Customer first is how I roll….I’m just the fawcet, as Brendon’s Burchard taught me. Thank you for offering first class service and always keeping it real.

    • Heather- Team Forleo

      Thank you for your kind words and for watching this episode, Kathie. We are so honored to have you in our community.

  22. Andrea

    Hi Marie and Team Forleo,
    Great Q&A thanks!
    The best customer service I’ve ever had was when I stayed at a 3-star in the Pyrenées, France last summer.
    It was a family-run hotel and the staff were so helpful, respectful and kind I didn’t want to leave! This kind of service is not something I’m used to and I would perhaps expect it in a 5-star hotel, which is out of my price range. I truly felt spoilt staying here and I will definitely go back.
    I can’t remember a time when I’ve been treated with so much respect and attentiveness!
    I’m in the process of setting up my own business so these tips are great!
    Thanks.

    • Heather- Team Forleo

      Thank you so much for sharing this experience, Andrea. We believe that awesome service should be accessible at every star level and we’re so thrilled that you had a first-hand experience of that. Bravo!

  23. Top notch Marie — Mint.

  24. Pam Anderson

    Loved it ~ Thanks for your insight, glad you had that flight! This will be helpful in business!

  25. This is a really small thing but I’ve been going to a cafe in my town and on a weekly basis getting fresh green juice there. The girl at the register remembered my name and asked if I had a rewards card which I up until that point thought was only something you could use in the grocery store section. I felt like she was a friend looking out for me. It sounds silly but her remembering my name also made me feel special.

    • Heather- Team Forleo

      The little things are actually the big things, Katie. What a great experience for you and her!

  26. Wendy

    Good points but the use of first names is a bit more of a judgement call. For some cultures/nationalities or demographics it can be seen as too familiar or even disrepectful…

  27. Loved this! This is precisely why I’m working on my next book, about how empathy is a strategic brand and competitive advantage. (Marie, we should talk so you can offer some quotes in here along with other rockstars I’ve been interviewing!) So often it’s all about taking the customers POV and seeing things through their eyes…and then acting accordingly. It also helps to hire the right people who can connect and think on their feet to show empathy in a given situation.

    • Ankita

      Hi Maria, so great to knwo another person who finds empathy such an important value. I am currently setting up a solutions lab for addressing social issues using empathy as an approach. Best wishes for your book.

  28. Ankita

    This was so meaningful. It is amazing to see such helpful content out here every week. Thank you for sharing these learning. 🙂

  29. Tara Yamauchi-Lum

    Loved this episode! Lately, I’ve felt that great customer service has seriously been lacking (especially when you’re opening your own business), so when I have that mythical unicorn of an experience, I shout it from the rooftops! I let the rep I’m speaking to know that they gave me an amazing customer service experience, send in the survey (if they have one), and let my family and friends know about it.

    I’m opening a private practice for therapy and health coaching, so I’ve had to speak to some pleasant and unpleasant reps, and the difference is in their attitude, support, and ability to do their best regarding my concerns. They make you feel heard, have the patience to explain policies/questions/concerns, as well as having authenticity.

    It’s those little things that make a huge difference!

  30. So, you wouldn’t believe it, but one of the most impactful customer service experiences I’ve had was with Verizon! I weathered the most powerful storm ever to hit the Atlantic Basin, while I was alone in my home, when the roof was blown off and I was trapped in my wind coffin for almost 24 hours. When I finally emerged from the immediate danger, within a couple of days, I’d found that if I walked up to a certain spot on the hill above my house, I could get a signal out to let my family know that I was alive. That phone signal became my superpower. The second call I made was to Verizon because, in my shock and trauma, I was concerned about the signal lasting since no one else had telecoms around the island, and about the cost. Long story shorter…Verizon comped my service throughout the time that I was trapped on my island (without electricity, running water, telecoms (for the most part!) and even cooking gas…) and when I made it to the mainland US, they paid off the $500 balance of my last phone purchase, and allowed me to purchase a discounted phone upgrade. I am deeply committed to my Verizon relationship because of that literal life-saving customer service.

    • Heather- Team Forleo

      Christine, this is just so amazing. A company that made decisions that were right and from the heart in such a time of need. This is how you get it right and create customer loyalty. We’re so glad that you’re safe now and had this experience to give you hope during a time when you needed it most. xo

  31. This was awesome Marie! And yes! I have been uber impressed by JetBlue’s customer service as well. I’m on their mailing list so they send me emails ever so often advertising their specials. I have no plans to travel right now, but I always read their emails because the copy is so creative and personable. Whoever is doing their marketing is on point! I’m glad that it extends into a holistic customer experience at the terminal and beyond. I do plan to take these pointers that you’ve shared today, esp using first names in my communications and giving the customers options to get things done their way. I know more than ever that it just makes the customer feel so much more appreciated. So thanks again Marie. You guys rock!

  32. Nina Yderberg

    The best customer experince ever is from youuu Marie Forleo. Just frickn’ love you!!!

    • Heather- Team Forleo

      Nina, you’re making us blush. Thank YOU for allowing us to serve you and for being in our community. We appreciate you sharing your life and time with us. Big hugs from Team Forleo. xo

  33. Great video, Marie and co! I wanted to share the most amazing, unexpected customer service experience I had a few weeks ago that went above and beyond any kind of interaction I’ve ever had with a brand.

    Chewy, the online pet store, sent me a package out of the blue. I didn’t order anything from them, so thought they made an error. When I opened the package, there was a HAND PAINTED PORTRAIT OF MY CAT, SQUIGGLES. The card in the package said, “Surprise! We commissioned a one-of-a-kind work of art for your one-of-a-kind pet.” There was no reason for this. They sent it out of NOWHERE.

    People are asking how they knew what my cat looked like – a few months prior, I had to get her prescription food updated, so I had to exchange a few emails with Chewy to get that figured out. Their customer service rep asked if I had any pictures of Squiggles that they could hang in their office so of course I sent them a few of my favorites. I had NO IDEA they would do something like this months later. But I will NEVER use any other site for pet supplies ever again. I feel like this company truly understands how much I love my cat, and their ability to connect with me on that level is the best marketing/customer service I have ever experienced.

    • Heather- Team Forleo

      Paige, that’s so amazing. What a way to surprise and delight a customer that goes above and beyond. I, too, am a Chewy user and am also blown away by their creative copy that is animal centered in their emails. It’s funny and so mission centered.

      Many of us on Team Forleo are super pet lovers so send Squiggles a hug from Kuma, Brinley, Mama Tux, Charlie, Willie, Rico, J.K Meowling- just to name a few 😉 xo

  34. Nicola

    Why do you tell people to go to the copy cure when you are not offering it right now? I am soo frustated I found about you a couple of days before you closed Copy Cure, espacielly as I am needing it so much right now. So you advertising it feels awkward… when are you openening the next Copy Cure?

    Nicola

    • Heather- Team Forleo

      Hi there, Nicola. Thanks so much for watching and your feedback. We actually talked about that mention and even though The Copy Cure is not open for enrollment right now, and when we filmed this episode it was, we do have a free writing class offered that we’re really proud of and have received positive feedback on.

      If you head to the website you can sign up to receive the free class, here—->https://thecopycure.com/

      While we’re honestly not sure when we will open the course for enrollment once again, we truly appreciate your enthusiasm for it. If you sign up for the free class you’ll be the first to know when we open the doors once again.

      If you have additional questions, or more feedback, you can always reach us at thecopycure@marieforleo.com. Thank you so much for being here.

    • Claudia

      Hi, I asked in an email and apparently Marie is deep in writing a book right now so it’s not certain when it will next happen- but maybe there’s an update on this – team Forleo?
      Anyway the 7 days of emails you get for signing up are great. Don’t be bummed! You’ll be extra ready when the time comes around!

  35. I’m not sure quite what my business is yet so not sure which lesson applies. BUT an amazing experience recently at @DaveRamseySolutions. They popped in to see if I needed help on their website, which I did. They were knowledgeable, quick and friendly. AND offered me a discount on the product I was considering, just for asking the question!

  36. Sue

    I just got back from a “vacation course” at White Stallion Ranch in Tucson.
    I can’t rave enough about how taken care of our group was. Every single staff member we interacted with was gracious, friendly, and helpful, even during a crisis when a water main broke. I don’t know how they rose to the occasion to get it fixed in just a few hours, but in the meantime, they still managed to give us breakfast and stay just as gracious as if it was a normal day.
    The thing that impressed me most was how impeccable the facilities are. It’s a ranch. But it didn’t smell like a ranch! The corals are beautifully kept. The horses are treated with care. There’s even a book in the lobby that tells you about each horse, so we could find out the background of the horse assigned to us for the week. Many are rescues, which upped my feelings about the place even more.
    The owner came around and interacted with us daily, sharing about of how the ranch got started and other fun facts about the ranch. You could see his passion. When asked about what he loves most about running a ranch he said that he loves all the moving parts.
    How can I bring that to my business? By staying present to what I’m passionate about and committed to and remembering to bring that to everything I do!

    • Heather- Team Forleo

      Do you think they could put “we don’t smell like a ranch!” on their brochure, Sue? 🙂
      Seeing your words about how you can bring this to your own business is pretty amazing because your energy and beautiful experience is evident in your words. When your passion flows from your work it’s evident to everyone that interacts with your business. Thank you for being here with us. xo

      • Sue

        LOL! I don’t know if they’d add that comment or not. But I had to believe that if the corrals are that impeccable, everything else must be, too. If y’all are ever looking for a wonderful staff retreat space, you might check this venue out.
        Thanks for the feedback, Heather.

  37. It is SO funny (and such marvelous timing) that you posted a vid about this topic. Literally yesterday I posted to a Facebook business group I’m in, about how I’ve been wanting to create a workflow checklist for my web design business so that my client experience is as clear, supportive, value-filled and easy-going as possible. So I really appreciate the insights you mention here!

    I’ve written up a basic list of how I want the process to go, and have floated it to my biz group to see what they think. So far, the feedback’s been pretty positive! Just a couple tweaks here and there. So I may be able to implement these steps very soon. (I’m already doing most of them; I just want to boost things so the experience will be even better.)

    As for the last time I experienced stellar customer experience… I ordered some cool desk accessories for my business from a small online shop, and when they sent my order, it came with a handwritten thank you note from the owner of the business! And I don’t mean just her signature scribbled onto a typed / printed note. I mean the whole thing was handwritten and it was very personable and kind and welcoming. It was such a nice touch, and made me want to purchase from their business again.

    P.S. I don’t know, maybe I’m just emotional today (it is election day, after all, LOL) but just seeing the extended team of Marie TV on screen with you at the end of the video made me a little teary with joy. LOL. Seriously, it was tough not to laugh (what with all the costumes and wigs and everyone being silly) but at the same time it was just really cool to see the whole group up there. Talk about full customer experience – you and your team do it right, every time. <3

  38. Thank you for an especially awesome and inspiring episode, Marie! I love your enthusiasm, insight and playful spirit! I was at Best Buy last night looking at printers, tablets and phones without anyone offering assistance for at least 15 minutes. Then, a young woman appeared, was very friendly and approachable, and spent about 30 minutes chatting with me about what I was looking for and providing helpful answers on tablets and printers. She went above and beyond to share her knowledge and gave me a very positive experience that is memorable and appreciated greatly! Going the extra mile makes all the difference in a business!

  39. Love this Marie! Booking tickets on Jet Blue for my next trip!

    Here’s an exceptional customer experience I had today at the Polls!
    When I walked in I saw a sign…Street Names…..A-L to the left…M-Z to the right…Gulp…
    I’ve recently moved twice after living in the same house for 20 years. I didn’t think to update my address with the town hall….which line do I go in?
    “A-L or M-Z a man asked me…
    “Uh… A-L”.. I guess… on my license is my old address I’ll use that.
    I followed the line and eventually reached the desk. Address? A woman asked me. I gave her my old address.
    “Nope you’re not listed,” she replied.
    “Try this address,” I suggested.
    “Nope. You’ll have to go to the other line,” she said.
    Ok off to line #2.
    After some time in line I reached the desk.
    I gave my old address.
    No listing.
    And my new address and my former name and my current name…. nothing.
    Where did I go?
    The woman at the desk called over another woman.., who specializes in “ lost voters”!
    Her name was Barbara.
    Barbara was so kind and patient. She led me to a table and offered me a seat. Gratefully I sat down, relieved to be out of the mayhem.
    “Don’t worry, we’ll find a way for you to vote,” she said and smiled.
    I gave her my name and birthdate.
    She typed them into her computer and there I was!
    Current name and current address!
    Good changes updated and ready to vote!
    Back to line #1…. I received a red square( which means I am a voting citizen), handed the square to a woman at the next table and received my ballot!!!
    Standing in my voting booth, I felt so grateful for Barbara’s kindness, patience and perseverance.
    And so happy to be able to cast my vote on such an important election!

    • Hailey - Team Forleo

      Amazing, Deborah! Thanks so much for turning out to vote today and for taking a moment to share this beautiful experience with us. Hooray for the Barbara’s in the world– a bit of kindness turned what could’ve been a frustrating situation into a positive experience. We always have a choice to be kind and it’s wonderful that you’re already paying it forward. Thanks for being a part of our awesome community!

  40. First point of contact/building brand experience! I’m a realtor and have been strategically working on this.
    Customer service/experience…hands down for me is Walt Disney World. I am an Annual Passholder and soon to be member of Disney Vacation Club. I was a total grouch the first time I returned to WDW as an adult with my daughter….In my head all I thought of was heat, long lines, lots of walking, expensive. And now look at me….I gladly give them my money time and time again bc their customer experience is my favorite. From talking to reps on the phone about hotels to checking in to parks to dining to transportation…it’s all such a well oiled machine that holds true to it’s brand standards. I’ll gladly pay into a company who gets me with marketing AND delivers. I one day plan on attending one of the Disney Institute customer experience conferences as my own personal and professional development.

    Loved your video this week! So timely for me and my business!

  41. Oh my gosh, Marie, I am a Chief Information Officer who is a creative at heart (former dancer and improvisational comedy troupe member…I’ve even taken one of Josh’s weekend events) and can I just say how much I appreciate the comedy you bring to your messaging. Was it Zach walking behind you and singing in this video? That was AWESOME! I’ve been following you since the Lady Gaga video you did with Laura R. so long ago and have always enjoyed the creativity you bring to your messaging. Some day I want to be one of your background performers! Well, when I’m not a guest as my real goal is to one day be one of those. But I would wear a wig and sing a song for you any day. 🙂 You are a ROCKSTAR and such an inspiration. THANK YOU for being you!

    • Hailey - Team Forleo

      Thanks so much for your kind words, Megan! You totally spotted him– that’s our hilarious set designer, Zach, making a cameo appearance in today’s episode. We’re thrilled that you’ve enjoyed tuning in to MarieTV and laughing along with us over the years, and it’s so cool that you’ve attended Josh’s workshop as well! We’re so grateful to have you in our world– wigs, songs, and smiles are always welcome around here.

  42. Calling you by your first name? It is seriously impolite for someone to do so unless you give him/her permission to do so. I am offended by the lack of respect (and condescension) by his/her not asking.

  43. I love exceptional customer service and love your example of Jet Blue. They are inspiring. Now I want to fly with them. Muddy’s Bake Shop in Memphis, TN is one of my favorite examples of great service. They treat everyone -including their employees – like they are important. Bridge Street Cafe in Rockford, MN also has knock you socks off service. We created the Golden Goat Award to recognize exceptional people. The award has gone to businesses and individuals who blow us away with awesomeness. The idea is to recognize the good stuff and it will grow. Trying to figure out how to grow the award. But we can’t go wrong with recognizing phenomenal people and businesses.
    Thanks for sharing!

  44. Kelly

    A new company took over the property I was working for (keep in mind this is about 15 years ago) and made promises during the mandatory meeting. You sit there with the “yeah, sure” attitude going. Within one week of saying they were going to raise the casino floor the visqueen was up, the concrete was mixed, and the floor was being poured. During my time with them regardless of what the job was nothing was too menial for them to set an example by doing. My biggest thing in business is do what you say…not just lip service. These people were amazing!

    • Hailey - Team Forleo

      Thanks so much for sharing, Kelly! You’re totally right– following through on our word is the single greatest way to build trust with others. It’s wonderful that your building management company set such a great example of this and that you have such a positive experience to look back on!

  45. I love doing more for my clients. Thanxxx heaps Marie. So grateful for all you do so exceptionally well for moi and all of us. In New Zealand we say “Kia Kaha” – “Go Strong” so “Kia Kaha Marie’. You’re an inspiration xxxxx

    • Oh, Yolanda…I live in L.A. …but am an Aussie originally…I flew to OZ on Air New Zealand last time…it was the absolute BEST! I forgot to put that in my comments above…I will never fly to Australia again except on AirNZ!

    • Hailey - Team Forleo

      Love that, Yolanda! What a beautiful phrase. Thanks so much for stopping by today and sharing your kind words.

  46. My experience with Marie Forleo’s COPY CURE has been incredible! The content (including all the surprise extras), program design (love the dashboard, the fact you can tick off completed lessons and that the Fun Sheets capture all the lesson’s main points) and customer service via Team Forleo, which is always friendly, fast, fun and informative, have all exceeded my expectations. The COPY CURE was created to set you up for success. THANK YOU!

  47. Alanna

    Lesson #3: Details matter – so go the extra mile. This could really help me because details and an innate sense of what people want are things I’m good at.
    At an entrepreneur hub in Barbados called The Entrepreneur Network Habitat. I just love their freebie Tuesdays to come sit for free in their co-working space when I get lonely. They have free drinks, snacks, and wifi.

    • Hailey - Team Forleo

      Awesome, Alanna! You’re so right that the small, personal touches are often what people remember the most. It’s so wonderful that you’ve found a place to connect with other entrepreneurs each week– it takes courage to put yourself out there and show up, and we recognize that. Thanks for being here today!

  48. I didn’t realize how hilarious you are until seeing this! LMAO…but seriously your advice is great. My Husband started growing chilis in our back yard in L.A. I thought he was fricking crazy when I came home one day and couldn’t walk into the kitchen as he was brewing some chili concoction that made me cough and choke from fumes…long story short (4 years or R&D), we now have a hot sauce company and I, being a costume designer, have designed t-shirts and soon underwear with our “lips and chili” logo..yes it’s spicy! … we are slowly blooming and you have definitely made me think about how we can make our customers happier. So,Thanks! All the best to you, Marie!

  49. Trudy Edwards

    I love these videos from Marie and this one has some good tips but unfortunately this just seems like a big ad for JetBlue. Very dissapointing. 🙁

    • Heather- Team Forleo

      Hi Trudy! Thanks so much for watching and sharing your feedback. This episode was created because we’re huge fans of awesome customer experiences and rave about them when we see them. Our blog and social media are completely free from advertisements- this episode was created simply out of the love of branding.

      We hope that if you’ve had an awesome customer experience somewhere that you’d share it with us here. The more, the merrier.
      Have a nice day, Trudy!

  50. Tricia

    The last time I received stellar customer service was a couple years ago at Texas Steakhouse. I was having lots of trouble walking and my doctors put me on a very restricted diet. It was hard to eat out because often times, there was very few items I could eat and it was embarrassing to ask the waiter or waitress 1000 questions about the ingredients in their food. I usually avoided eating out altogether. One night my extended family gathered at Texas Steakhouse. The waitress there made triple sure there was no butter or gluten on my dish. She sent back my food because it was slathered in butter. It was incredibly busy, and she was very accommodating and I appreciated her honoring my needs instead of waiting for me to ask her to send it back.

    • Hailey - Team Forleo

      Thanks so much for sharing, Tricia! We’re so sorry to hear about the obstacles you’ve faced with your health– we know how important it was for you to join your family for dinner that night. We also recognize the courage it took to speak up for what you needed and it’s wonderful that you were met with such kindness and compassion. All these years later, you still remember how that made you felt and that’s the beautiful thing.

  51. Great Marie lesson! Of all places, one of my best recent customer experiences was at a fast food establishment, Chick-Fil-A. They offer good food at a decent price, which is to be expected, but they also come around and check to see if you need anything, including a drink refill, while you are still eating. That is better than a number of “full service” restaurants, and unheard of anywhere else in the fast food sector.
    Also, they have hit upon a small, but telling bit of everyday language that really sets them apart. When any of their people are thanked, instead of saying “You’re welcome,” they reply with “It was my pleasure.” Just as polite, but much better connection.

  52. Excellent customer service is so hard to find these days, which is why I’m going to make damn sure I give my customers the best. Bad customer service is my number one pet hate and I loved these tips the final one was most relevant to me 🙂

  53. lin

    I grew up doing customer service – it’s what I do best. I do tend to take a bit too much time with people but I treat them as if they are family or the most important thing on the planet at that moment.
    Sadly the last time I got kick ass service was a long time ago – in London flying back home to Amsterdam. I flew there to take a course that ended on time and I got to the airport a lot earlier than I planned. There were 2 flights before mine. I came up to one of the reps that was sitting at a side counter and explained my situation and asked if I could get on an earlier flight. She checked and said it was full indeed, but many passengers haven’t checked in yet and it was at boarding time. So, she said no worries dear, we’ll get you on that flight and you can get home to your family sooner. My mouth dropped. I was so grateful and I gave her a box of the chocolates that we made at my chocolate workshop. She was so cool. She also didn’t charge me for the change in price.

    Another was with KLM when they upgraded me to 1st class because I was having horrible cramps and no pain relief for the long international flight. The stewardess thought it would be better for me to stretch out to sleep rather than remain seated hunched over! Now that is humane and kind.

    • Hailey - Team Forleo

      Thanks so much for sharing, Lin! We’re big fans of amazing customer service around here too, so you’re in good company. It’s wonderful that you take an extra moment in your day to make sure the people you’re helping feel taken care of. Kindness tends to have a ripple-effect and we may never know how big of an impact our actions can have. We’re so glad you’ve been on the receiving end of compassion as well– especially while traveling which can certainly be stressful– and we’re so happy today’s episode brought those positive experiences to mind!

  54. These are great! And I agree, being a good listener helps a lot with figuring out how to make your clients feel special!
    I always make sure to have a nice smile and greet my clients with their first name, every time I walk into their home or office.
    Since I am in the computer technology business (private tutor), clients LOVE when I use words they are familiar with instead of tech jargon. It helps them to feel relaxed and more connected to me.

    • Mandy - Team Forleo

      Wonderful, Tara! We love that you’re making your clients feel valued and that you’re dedicated to helping them understand what’s going on.

  55. Amanda

    I recently bought some supplements from an online dispensary service, which I regularly do. They had some sort of mix up, and sent me a box intended for another customer. When I called to clear it up, they got a replacement shipment with my missing supplements out in the mail with 2nd day air shipping (which I never pay for!).

    I assumed they would ask me to send the box of wrong supplements back, but they said I could keep them! It was probably close to $200 worth of merchandise, and it happened that I could use almost everything in the box.

    Stellar customer service is truly awesome, and so rare. It’s not that hard! We just have to be kind!

    • Mandy - Team Forleo

      Wow! That sounds like a great experience!

  56. Audrey

    The New Zealand AA. At 81 my Mum made the difficult decision to stop driving. I helped her to call and cancel her membership of something like 50 years. The person on the other end of the phone spoke very respectfully and slowly to Mum and asked her about positive driving memories like learning to drive in a hilly city in a manual car. Mum just lit up. Their attitude helped turn a painful time into a warm experience.

    • Mandy - Team Forleo

      I’m so glad they recognized that no longer driving would be difficult for her and used kindness, empathy, and heart to make it an easier process for you and your sweet mum.

  57. Elisabeth Frankish

    That was fun to watch and very useful information. Thank you

  58. Nicha Homewong

    I recently found a work out place where the staff remember my shoe size when I take cycling class. They smile every time they see each one of us and treat us with care. Even though the business is small but I would stay loyal with it until the end.

  59. Love the new fresh MarieTV video look! Sleek! Thanks for another great lesson!
    I would love more examples of exactly how to provide a Jet Blue quality experience in my online group coaching for health biz, please. 😀🙏

    • Mandy - Team Forleo

      Great question, Lynda! If you’ll reach out to us at infoATmarieforleoDOTcom, we’ll be happy to help you submit this question for consideration for a future Q&A Tuesday episode.

  60. Hi Maria,

    Thanks for such useful information. I always get something good from your videos.

  61. Hi Marie and the Team!
    I just bought a desk from Overstock.com, I immediately got an email- which is standard procedure, and a text confirming my purchase and informing me that I can ask a question in regards to this order at any time. Since I ordered specific color and this was not mentioned in the text, I asked them to double-check. After a few minutes an actual human texted that they checked and that everything is in order. They also said that I can ask a question any time and that they want to help in any possible way. It made me feel even better about the purchase and taken care of.

    • Mandy - Team Forleo

      Right on! We love companies that take care of their people.

  62. Vic

    Thank you for this! I watched more than once!

    My greatest customer service experience was a doctor who sat bedside when I awoke from a procedure he performed. He knew I’d start screaming in pain, which I did, and he was there put his hand on my arm and to talk me through the why’s. It made the pain bearable, I wasn’t alone when I woke up, and I felt he cared.

    *Marie, when you said, “here are 4 lessons…” I thought, “4…. I can handle listening to 4” – it was the difference of me listening or not. Time is limited taking care of Mom with Alzheimer’s. “4” was a reminder to keep my information to my web community time sensitive.

    *A series of personal, first name, emails to caregivers who join our web community, to welcome or give periodic encouragement is a terrific personal touch. Thank you. I will use it.

    *”Fibbing vs. compassionate misinformation” is “caregiving” language. Thank you for reinforcing I am on the right track.

    *B-School helped me find my Avatar Customer, and because personal development and caregiving, for me, go hand in hand, I include a section in my website, for free, a quick-read personal development section with an idea or two or 4, no more than 4 🙂 that help connect our suggestions, answers and ideas from caregiving to the outside every-day world. Thank you for confirming the importance of free perks.

    *Lastly, the phrase “having your back” speaks our empathetic language. We can feel very isolated. This phrase can remove that feeling, thank you, I will surely I use it.

    PS ALWAYS LOVE THE BLOOPERS at the end of Marie TV. Giggling shifts everything in my sometimes poo day.

    • Mandy - Team Forleo

      These are such great insights, Vic, and I love that you’re already thinking of ways to use this wisdom in your business! Keep up the beautiful work you’re doing in the caregiving community––it’s so necessary and important.

  63. I just had the best Customer Service situation Saturday. I started a You Tube channel (Loretta.Coach). I wanted a tripod for my iPhone so I could record better Live Videos. I went to Best Buy and the guy who helped me asked me why I was getting a tripod. I told him about my new You Tube channel and he Googled me and subscribed right there…and said, “Let’s get this channel going!” I loved him and gave a commendation for him at the front desk and will give another on the online feedback form. And yes….I tell everyone about this experience!!! Thanks Team Forleo!!!! PS…I’m putting my unfinished website in this form…with a little bit of trepidation 🙂 It does have a link to my FB Biz Page 🙂 Thanks <3

    • Janis

      I love this:) Beyond. Thanks for sharing.

  64. S

    A few years ago, I purchased a few pairs of winter boots hoping one would fit from Zappos. Unfortunately none of the boots worked out and I ended up returning all of them. When I received a confirmation that they received the package it read like this “Thank you for shopping with Zappos.com! We wanted to let you know that your return is back safe and sound in our warehouse. That trip over the river and through the woods to grandmother’s house went smoothly.”

    • Mandy - Team Forleo

      Right on! Some fun copywriting can really make all the difference.

  65. Ella

    One time I had to fly through Stockholm with SAS (also an airline company) when travelling from Gothenburg to Iceland. The flight got delayed and when we were flying I realised I would most probably miss my second flight as there would only be about 15 minutes between flights after we landed. I called the flight attendant for information on where I could stay over the night etc. about 30 minutes before landing. Not only did the flight attendant know my name and that I was just about to miss my second flight but the crew had set up a plan to help me catch the flight. Me and my carry-on were transferred to the front of the plane near the exit door so I would get out as soon as we landed. When we landed a man from SAS greeted me and took me down the stairs from the airplane to a special car where they actually drove me (like outside the airport!) to the second airplane. Needless to say I just caught my flight and felt like a total royal during this experience. I was blown away! blown away!

    • Debbie

      WOW! Now that’s some customer service!

    • Mandy - Team Forleo

      Amazing!! So glad you didn’t have to miss your flight and that you got to feel like a royal! 🙂

  66. I’m a sound healer, I put people into deep deep relaxation, and they can get cold. I have blankets, but I noticed when I get sound healing from a sister practitioner that my feet are like ICE even under a blanket. Since I love to knit and crochet, I decided to make slippers, which I can simply wash after a session, or gift to a client after a session if they really like them. It provides comfort during a session, and if they do take them home, it is a reminder of the wonderful session they had with me. And it makes them feel special because they are special. But this episode is inspiring me to think of more ways to do that. Thanks Marie!
    Hugs and harmony!
    Gayla

  67. FAVORITE customer experience -> Nordstrom, 1999 – I went into the store to return a little black dress, which had been a gift. I liked the dress, but felt that I could find a few more practical items instead. The sales rep said that the dress had since gone on sale and asked me if I would like to keep the dress (since I did like it) for $50 cash back. CASH! I walked out of that store with $50 CASH IN HAND and the cute, black dress I subsequently wore out over the next 10 years! (insert lots of fun emojis)

    • Mandy - Team Forleo

      Wow! The trip to Nordstrom paid off, literally! 🙂

  68. Debbie

    Awesome! I will check out jetBlue next time I have the opportunity to fly – thanks!
    The first thing that came to my mind about a great customer service experience actually happened years ago but it still warms my heart. I was out shopping with my mom and had a sudden drop in blood sugar. We popped into a restaurant for lunch and when the waiter, a very young man, came for our drink order I said, “If you’ll bring me the biggest glass of orange juice you’ve got I’ll try not to pass out on your table.” He didn’t even ask what my mom wanted – he turned and sprinted for the kitchen, returning quickly with a LARGE glass of orange juice. He sat it in front of me and waited anxiously as I drained it. Once I was done he asked, “Was that enough or do you need more?” I told him I was fine and I thought that would be plenty. He then explained to me that his sister was diabetic and he recognized the look in my eyes when I mentioned passing out.

    I was so impressed that he saw me as a human being in need rather than just another tip opportunity. And yes, he was tipped nicely 🙂

    • Mandy - Team Forleo

      That’s wonderful! Recognizing the humanity in others really does make all the difference. I bet his heart would be warmed to know that memory has stuck with you all this time.

  69. AAO

    Good one Marie,Thanks, so lovely.
    Amazon was very amazing for me,I bought some books,then it got lost in the mail,called their customer service and it was refunded in no time to my account.This is in contrast to companies like NY&co where I paid for some clothes,it got lost,and I called them and they only kept giving me some un necessary numbers,meanwhile one of their staffs mistakenly told me that they took it back.

  70. Dale

    I work in the fitness industry and just yesterday, two young men came into our Club. The very first thing they mentioned was they had just come from one of our competitors down the road. They explained how the front desk staff seemed apathetic and basically ignored them for almost 20 minutes! All they wanted was a tour the gym to see if it would be a good fit for their fitness needs and goals. When I heard this, I recognized an opportunity to make our brand shine. I spent a lot of time with them, really getting to know who they are, what their needs and expectations are and how our Club can help them achieve their goals. After almost 90 minutes (!), their body language and demeanor had done a complete 180. They expressed they really liked the fact I was present–they had my complete attention– and they didn’t have to wait. They liked it so much that they signed up on the spot! Here’s the cool part: less than an hour after visiting and becoming our Club’s newest members, they both applied for jobs here.
    It seems like more and more of us just expect less-than-great customer service these days, and these two young men experienced it first hand. I genuinely felt bad and made it a point to show that I care. Even though they will be paying upwards as 4 times as much per month, I believe they see the value in proper customer service and are willing to parts ways with their hard-earned money as a result.

    Thanks for all you do!!

    • Hailey - Team Forleo

      That’s incredible Dale! What an awesome example of going above and beyond. By taking the time to address their needs, you may have just turned would-be customers into loyal clients for life! Keep up the awesome work you’re doing– it’s needed in the world.

  71. I was preparing my first Thanksgiving dinner in my first house. The night before I went shopping at Bloomingdales for some fancy linen napkins, glassware and silverware. I was out late, and returned home excited to set my fancy table and get back in the kitchen. When I opened the boxes of silverware, to my horror I noticed that one of them had the wrong pattern. They were closing soon so it was too late to drive all the way back to the store. I called the store, audibly upset that my very first Thanksgiving dinner was ruined (I used to be a drama queen:), not expecting them to be able to do anything. To my surprise, the woman at the store asked where I lived and said she would call me right back. A few minutes later, she called to tell me that she found an employee who lived kind of close to me. The employee drove to my house at 10 PM on her way home from work to bring me the right pattern. Bloomingdale’ssaved my first Thanksgiving. That was 20 years ago this month, and I am still telling the story. It was the absolute best customer service experience I have ever had. I strive daily to give that level of service to all of our clients.

  72. Every time I watch your videos I got to learn new things from you thanks for that.

  73. Vero E.

    I absolutely LOVED this episode! I am a budding entrepreneur and I am obsessed with the DETAILS. I felt like I was spending too much time on the minutia and that it may not make a difference but this episode highlighted that being thoughtful in advance while being authentic DOES PAY OFF! I am so excited to learn from you, Marie and team, thanks for making it FUN! I love Sunday mornings watching MarieTV and literally LOL by myself at your skits/bloopers. THANK YOU!

    • Hailey - Team Forleo

      We’re so happy to hear that, Vero! You’re totally right that the little details often make a big difference. We’re thrilled that Marie’s work is a source of encouragement for you as you build your own business. Thanks so much for tuning in to MarieTV and laughing along with us!

  74. I believe I will be using #1 and #2 the most with my perimenopausal coaching business. My clients often need help right away, and can’t wait to find relief. I will be sending them a freebie containing helpers they can implement immediately, along with a welcome series of emails. Then, I will be using verbiage that isn’t too medical, because I do want to differentiate myself from a doctor, plus my “sisters” will need to feel like I’m hearing their needs and responding with the holistic help I can provide.
    You know, Disney does it right with so many things. But especially when we are confined to wheelchairs. I had hurt my back so badly that I had to be in a wheelchair for a couple days (who misses a day in Disney World for back pain?). They were so very thoughtful, speaking to me without pity and with professional courtesy, every building was accessible, the walkways were wide enough, and even the shops had enough room for me to easily maneuver. We ended up recommending it to a friend who became permanently wheelchair-bound, and had thought he could never enjoy a vacation again. Now he goes down every year, with his new wife! They were just as impressed as me.

  75. Juice Bar
    Just Ask
    Beautiful branding, because these two ‘calls to actions’ start with J as in JetBlue.
    Love branding – possibly my selfish reason why I’m doing what I’m doing: the thrill of creating a beautiful brand.
    I’ll have to watch this again to think of more ways that I can improve my client experience – thanks thanks thanks, Marie!
    xoxo

  76. Cindy Benard

    I have a JetBlue story…we had to cancel a flight due to a family death and when I called JetBlue to do so, admitting from the first moment we did NOT have insurance but I was calling to inquire if there was any way to save these tickets. The young lady on the phone quoted ‘policy’ and charged us a fee on both tickets that left barely enough money for a Starbucks and the fact that we were only making the change due to an (obviously unexpected) family death made absolutely no difference. So I emailed JetBlue and let them know this was my very FIRST experience with their company and it had not been very compassionate or customer service oriented and I was surprised and disappointed. I got an email back promptly that totally made my day. They apologized for the lack of customer service, they gave us back the full amount of our tickets and a year to use them and allowed us to even transfer those tickets to someone else if we wanted to. Now THAT was great customer service and we’re looking forward to our trip with JetBlue in the future!
    This led me to consider as a business owner that I had the power to make sure I never put my clients in the position of having a negative experience by knocking it out of the park the first time, every time when a customer issue came up! I am so fortunate to not have to subscribe to a ‘policy’ that does not take into consideration the customer’s feelings or side of the situation and instead I can focus solely on what I can do to resolve a customer’s issue quickly and without a hassle! How lucky am I!

    • Hailey - Team Forleo

      Thanks so much for sharing, Cindy! We’re thrilled that an unfortunate situation was resolved smoothly for you and that your own experience with Jet Blue’s awesome service inspired you to look for ways to better serve your own customers.

  77. My dad taught me this trick – people love to be treated with kindness, especially the ones who are giving out customer service. My dad ALWAYS flies with chocolate from a local store, then gives a bar or box to each worker he meets. Sometimes they just say thank you, and other times they treat us like kings and queens. Feels good? Oh yeah. Being treated even better because you’re looking out for them like they look out for you? You bet. BOOM.

  78. Gabriella

    Hello – great customer care – something very hard to find – only some businesses know how to do it well. When I am down and really need some help fixing something or having to call a customer care helpline for a business that ones that stand out always care about me as a person. They make the situation about me which is awesome. They don’t just give me generic lines that they say to everyone.

    • Hailey - Team Forleo

      Yes, Gabriella! It’s all about putting the actual person in “personal” experiences. That connection is so important, perhaps now more than ever. Thanks for sharing!

  79. I really love this episode! Thank you for sharing!

  80. georgi georgiev

    Good customer satisfaction requires diligence and attention to their needs and good understanding and good consultation to make their choices better to manage their holdings. Every client must be well-priced in his choice before choosing what he is looking for.

  81. While I truly inspired with your content love your blog’s thank you very much sharing precious information…

  82. This article makes me wonder if I’m in the wrong world. Recently my garbage collector called to say he was reviewing prices to double the usual fee per month! On top of that, he asked for a $10 deposit if we wanted to continue with him. I talked to my neighbors and decided to negotiate. Boy were we not met by a stern NO!!
    He made it clear that it was a new rule and if we weren’t happy we could move on. We did.
    When I told him to collect his garbage can, he began apologizing for losing us as dear customers and asked if he could give us a 25% discount. It was too late, someone else had already given us a better deal. To date he hasn’t collected his can. It seems he is hoping that we will return to him someday soon.
    Very sad.
    Your lesson today has made me review that experience and ask myself if I have one of those cases in my business. Mmmmmh?
    Thanks for sharing that message.
    Customer service is every business’ life blood.

    • Hailey - Team Forleo

      We’re glad you enjoyed this episode, Magdalene! We’re sorry to hear you’ve been on the receiving end of a poor customer service experience, though it’s wonderful that you’re willing to look at ways to better serve your own customers. You’re so right that without customers, businesses can’t survive, so investing in great service is always worth it.

  83. Despite not always having some features I’d like and, yes, feeling like they’re gouging me to get some they actually DO have that I WOULD like, Constant Contact has such great customer services that I’ve stayed with them. Not only that, they periodically ask if I’d be willing to talk with a human by phone about things I think they could improve. And they call me at the time of the appointment (scheduled at my convenience) and respect my stated time boundaries. Plus, they follow up on the call eith information and links that would be helpful based on what we’ve discussed. Superior service.

  84. This is great! Good customer service can do wonders for a business!

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