That's happened today when I went to Men's Warehouse in Green Hills (a Nashville suburb) to return my son's homecoming suit & accessories.
Let me back up a bit - Homecoming was Saturday. The suit was due back on Sunday. Today is Thursday. So, I suspected that late charges, lots of them, would apply.
I go into Men's Warehouse. The employee scans the bar code and says - 'these late charges will be close to $100, let me see if I can do something about that.'
And he sought out the Manager for help.
I hadn't even remarked about the late charges, complained about the late charges, I didn't even know the amount of the late charges.
He came back a few minutes later and said he was reducing the late fees by 50%. Instead of $100 I now owed $50. I was elated!
I know that Men's Warehouse does not make its revenue goals from late charges. In fact, in the Net Promoter Score world, their late charges are considered a 'bad profit' similar to bag fees with the airlines.
The fantastic (and repeatable) part about how they treated me, as a customer that day is that the first employee I encountered was empowered to take action.
Men's Warehouse obviously reviews complaint data and knows that late charges are a customer pain point. So what did they do with that knowledge? They empowered employees to take action proactively to avoid a complaint.
It's a customer experience home run!
When you listen to customers and learn what their pain points are, you can create processes that eliminate that pain point for future customers.
That's Listening, Learning and Living!
And that's what I'm talking about!