This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog.
For 1-800-GOT-JUNK?, performing a mundane task in customers’ lives is its growth engine.
It has become the largest junk removal company based on the fundamental idea of “being there.” By considering how people usually experience this household chore and offering them the alternative of a reliable service experience, they have become the largest junk hauling company in the world.
1-800-GOT-JUNK? founder Brian Scudamore imagined customers’ lives as they tried to get rid of their junk.
He decided to become the “The FedEx of Junk.” For him that meant emulating the reliability of FedEx. When you call 1-800-GOT-JUNK? you know what to expect, when you’ll get the service, and how the people will appear and act.
Customers can book online or call a toll-free number. When you call the “Junktion,” there is a pleasant operator standing by to take your call. Customers can designate a two-hour period for pickup. What pulls up to your house at the scheduled time of your junk removal appointment is not a rusty, dusty truck with a dragging muffler, but a shiny blue Isuzu truck buttoned up to hide the sight of the junk.
And what steps out from the truck is a set of uniformed, gloved workers who have attended the equivalent of the charm school of junk! When they’re done loading your junk, they sweep your garage, basement, or attic — wherever the debris was removed from. They separate out recyclable materials and will take care of disposing challenging items like car batteries. It’s an unexpectedly good experience. Even memorable.
About Jeanne Bliss
As “Chief Customer Officer” for Lands’ End, Mazda, Coldwell Banker, Allstate, and Microsoft, Jeanne got “customer” on the strategic agenda, earned 98% loyalty rates, and changed experiences across 50,000-person operations. Jeanne now runs CustomerBliss to create an actionable path for profitability and business growth -- through earning customer and employee raves. Her best-selling books are Chief Customer Officer and I Love You More than My Dog: Five Decisions that Drive
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