Customer Service: How Can it Improve? The Rothacker's, Part I

Today's writing comes from Rosemary (Dave's wife!) at Wiz Speak.  Please leave your comments below!

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Customer Service: Jim

I have been in customer service all my working life- some 30 years
now. I've learned over the years that good customer service is not
complicated. There is only one rule- look at the customer standing in
front of you as a person, not a sale or number. To help understand
that concept- I need to tell you the story of Jim.

I met Jim 17 years ago as a New Accounts Rep for a local bank. One day
while sitting at my desk, I heard a commotion coming from a Teller
window. I walked over to see if I could help. The Teller was very
frustrated and getting angrier by the minute. Standing in front of her
was Jim, a deaf-mute who also had crippling cerebral palsy. He was
moaning and gesturing to her, but she did not understand him. He
looked at me, pointed to his check and held up 5 fingers. I knew
immediately he wanted his cash back in fives. I held up a $5.00 bill
and he began blowing me kisses. I passed him a note and told him to
come to my desk the next time he came in, and I would take care of his
banking.

For the next 4 years, I took care of Jim every week. He is an
intelligent, caring man who had the unbelievable misfortune to be born
with severe handicaps too hard to comprehend. He walked with a severe
side ways limp and only had the use of one arm. Yet Jim worked a
full-time job, did his own shopping and banking. He was very
independent and proud of it. I remember the day he came in and dragged
me outside to see his new Cadillac fitted for a handicap driver. He
paid for it in cash, with money he had saved from working.

During these years, we passed notes back and forth. When he left my
desk- he would put his hand over his heart and blow me kisses. I
always gave him a hug goodbye.

Then it was time for me to leave and make my way into management at
another branch. When I told Jim I was leaving, he sat at my desk and
cried. I promised the staff at the branch would take care of him and
that we would meet again someday.

Over the years I thought about Jim off and on. Then finally 6 years
after I left, I returned to the branch as the Manager and asked one of
the employees (still there from those days) about Jim. She hadn't seen
him in over a year and thought he was in a nursing home. My heart
sank.

A few days later, I heard a huge ruckus coming from the lobby and my
name being called. I came around a corner and there was one of our
employees hanging on to Jim's arm while he was moaning and trying to
pull away. She then pointed to me and he screamed. The bank went
silent as Jim and I ran to each other. I don't think there was one dry
eye in the place, including mine. It was like I had never left. He was
so happy to see me- blowing me kiss after kiss, with his hand over his
heart.

Although my job responsibilities had changed- I tried to take care of
his banking whenever he came in. If I couldn't- I always made sure the
staff did. Over the next 7 years, we watched his health deteriorate.
Often- two of us would have to help him walk to his car. He ended up
in a wheelchair, his body finally giving out on him. He still had
someone bring him into the bank every week, but the loss of his true
independence was awful to watch.

In 2003, Jim was placed in a nursing home for deaf-mutes. It was far
away from his family and he was devastated. I've sent him cards and
e-mails, along with pictures of myself and the staff to remind him who
we are and that he is deeply missed. I know he is on the road to end
of his life, where he will finally be free of the bonds he was born
with. I think of him every day.

Meeting Jim was the best customer service experience of my life. He
taught me the true meaning of determination and spirit. Take a real
good look at the customer standing in front of you. They can give you
so much more than a sale. If you just let them…………

Comments

[Jon Strande]

Rosemary, what a story!!! That is just great and so very true. As human beings we are at are best when we are helping others, and nothing can replace the wonderful feeling of reaching out to another human being.