The week before Christmas I called to have my dogs groomed. I should have done it earlier but it slipped my mind. As you can imagine, there were no openings. Seems like most pet owners want to get their doggies groomed before major holidays.
The groomer apologized for not being able to get them in before the holiday. Her business is new and my two Schnoodles were one of her first customers when she opened a couple of months ago. As we're talking she's looking up my account in the computer and she says, "we were supposed to call you at eight weeks for another appointment. We didn't do that, and I'm sorry. If we did, we could have gotten your dogs in for a grooming."
She could have dropped it there, but she didn't. "Rich, since we're responsible, here's what I'm going to do. I wasn't going to be open, but if you could bring them in early on Christmas Eve, I'll do the grooming." I'm pretty sure the big box store that I used to have the dogs groomed in the past wouldn't have been so accomodating.
When a mistake is made, so many people like to say, "I'm responsible." Many of them are sincere too, but the words have no real meaning without a commensurate action. When someone says, "I'm responsible and here is what I'm going to do to remedy that," now that's a powerful combination.
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Richard Iarossi, REALTOR®
Long and Foster® Real Estate, Inc.
Crofton, MD 21114
410-451-6255 Office
443-995-9595 Cell
Web: http://www.RichSellsHomes.com
eMail: Rich@RichSellsHomes.com
Annapolis MD Real Estate Specialist
Bowie MD Real Estate Specialist
Crofton MD Real Estate Specialist
©2009 - RichSellsHomes, All Rights Reserved
Rich Iarossi is a full time licensed REALTOR®, working in Crofton, MD. My coverage areas are: Anne Arundel, Prince George’s, Howard, Calvert, Queen Anne, and Baltimore City and County. I specialize in residential real estate, working with both buyers and sellers. Use the registration free search on my website at www.RichSellsHomes.com. If you’re not already working with a REALTOR®...I can help. Call me at 443-995-9595 (Cell) or 410-451-6255 (Office).
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That's the way to instill loyalty and to keep a customer. Take responsibility and do what you can to make it right. Excellent.
That is exactly why I like to do business locally, with small, owner-operated businesses.
Richard, true customer service. It's nice to know some people will go the extra mile. Thanks.
Hi Richard,
She made you a raving fan and a customer for life by accepting responsibility and doing the right thing. You need to create post for Localism on this smart business owner featuring her facility and ethics!
The absolutely right response. When we own up to our mistakes and go the extra mile to make it right then we create a customer for life.
Hi Richard:
Exactly what should have been done!
We all need to go, above and beyond...this is a perfect example.
This is good customer service. You should do a blog naming the business to help increase her business and maybe create referrals for yourself.
Rich...
And you create customer loyalty that is more valuable than any advertising that you can do!
Rich, You are so right! The personalized service is what turns ordinary customer service into excellent customer service!
Rich we often hear people complain but rarely do we hear a good guy story. Thank-you!
Absolutely Rich, that's also the difference between a local community business and a huge corporation. Have a happy New Year!
Gabe: Powerful combination.
Katie: I try to use local businesses before the big box stores too.
Mike: She definately went the extra mile on this one.
Dorie: I have a Localism post all queued up and ready to go.
Cindy: She certainly has my attention.
Toula: Thanks, it took me by surprise.
Stacey Ann: I will be doing a Localism post highlighting the business.
Richard: Great point. I'll be her advertising now.
Wanda: Outstanding customer service. I'll be back, thats for sure.
Paul: Good point. People frequently do complain but are slow to praise.
Brian: I like using local businesses. They frequently outperform.