Recently, I wrote in my email newsletter about the rhythm in good customer relationships, comparing it to roll-tacking in sailing and dancing. I just had a dance with Dell, and I’m swooning. There is something beautiful in a perfectly-executed business transaction.
Chad Murphy (Chad_Murphy@Dell.com) is the man who helped me buy a new laptop for business. He was professional, friendly, patient, communicative, and quite knowledgeable. He did most of the work, explaining how and why he suggested a certain system. Then he was able to upsell me on peripherals that I really did need–I was just going to procrastinate and do it later. He made it easier to do it now. Going through the process with him was delightful. We shared laughs, and it brightened my day talking to him.
Marcus Jones was the “clean up guy” that Chad passed me to when it was time to place the order. Marcus must be taking the same happy pills that Chad uses, because he was just as pleasant to work with. Tried to upsell and cross-sell me with daily specials, and was cheerful and upbeat when I turned him down every time. Again, I felt like I got off the phone with a new friend.
The two of them made me feel so good about our transaction, that I’m very comfortable writing about this and recommending them.
However, what sealed the deal was the fact that my laptop arrived today, less than 48 hours after I ordered it. The estimated delivery date wasn’t for more than a week away. Under-promised and over-delivered. They had been telling me since the beginning of the process that it would take up to ten days.
It makes it a lot easier for the frontline people to be confident and friendly, when they know the company is going to support them, back them up and follow through.
Thanks, Dell, Marcus, and Chad. It was a pleasure doing business with you!
Visionary Thinking 