I have a Nike+ running watch that tracks distance, pace, calories and GPS. I wear it while I run, and it gives me instant feedback. When I’m done running, I plug it into my computer, and it tracks my progress over time.
It’s really a great piece of equipment.
But mine started messing up.
And I began to get pretty frustrated. I’ve had the watch for a year-and-a-half or more, so I just knew that when I called customer service I was going to be told, “Sorry … you’re outside of the warranty period. There’s nothing we can do. We wish we could help.”
When I called, I was blown away by what I heard on the other end. Here’s the gist:
Hey, Mr. Reed, I understand your problem. I’m so sorry that’s happening. I know how frustrating that must be. I’m a runner myself, and I use a watch just like yours. I want mine to work every time. Let’s try a few things. If they don’t work, we’ll work on getting you a replacement.
They were already promising something that most companies would only use in cases of extremely irate customers. They actually established a relationship in the first 30 seconds, and already offered customer service superior to 99 percent of other companies I’ve ever talked to over the phone.
You know what that translates into for me?
I’m a Nike customer for life.
I’m going to buy Nike shoes. Use Nike watches. Wear Nike socks. Eat Nike spaghetti.
Because I believe that they care about, and will take care of, me. I believe they’re passionate about their product … and that they’re going to stand behind and replace it if something happens. My customer experience with them has made me a customer for life. Even though other companies may make a better running shoe, come out with a cooler watch, or release a whole new line of socks designed for people just like me.
I just became a loyal Nike customer. Even though I may disagree with Nike’s core principles. May not support the same initiatives that they support. And if I were to sit down and have a conversation about morality with them, I’m sure I’d find myself on a different page than they are.
I’m loyal to them because of my customer service experience.
The church’s message.
The same thing is true in our churches.