{"id":42275,"date":"2020-04-16T00:00:00","date_gmt":"2020-04-16T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/great-customer-service-stories\/"},"modified":"2025-03-13T06:27:23","modified_gmt":"2025-03-13T13:27:23","slug":"great-customer-service-stories","status":"publish","type":"post","link":"\/us\/en\/blog\/great-customer-service-stories\/","title":{"rendered":"6 great customer service stories: how to turn good to great"},"content":{"rendered":"<p>For most people, good customer service is an expectation. At the bare minimum, customers expect their questions to be answered and any issues to be resolved quickly. That\u2019s the default.<\/p>\n<p>When you meet these expectations as a business, you\u2019re providing good customer service, sure, but it\u2019s nothing to really write home about. It won\u2019t make you stand out. So how <i>do<\/i> you stand out?<\/p>\n<p>You turn good customer service into great customer service by adding a human touch and a sprinkle of compassion to all your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-interactions\/\">customer interactions.<\/a><\/p>\n<p>Yes, the relationship between a company and a customer is a business exchange at its core. But that doesn\u2019t mean it can\u2019t be more personal. Customers are people first\u2014and treating them that way is a great way to exceed their expectations, leaving them feeling great about their interaction with your company.<\/p>\n<hr \/>\n<p class=\"p1\">\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f<b>\u00a0<\/b>Ready to offer 5-star customer service?<b>\u00a0<\/b>Get strategies for every stage of the customer journey with this <b>free eBook<\/b>.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/assets.ringcentral.com\/us\/ebook\/long-live-customer-service.pdf\" data-id=\"69d65f97c27a2\" id=\"69d65f97c27a2\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d65f97c27a2.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40Get this free eBook to learn how to win in customer service.<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d65f97c27a2.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<h2>But what does the company get out of it?<\/h2>\n<p>Plenty.<\/p>\n<p>For one thing, you&#8217;ll feel great to have helped someone! It\u2019s heartwarming, and that\u2019s why people love reading and sharing these remarkable customer service stories. But if those warm and fuzzy feelings of charity aren\u2019t doing it for you, there\u2019s also the other thing.<\/p>\n<p>Your business will look good.<\/p>\n<p>By going above and beyond what customers are just asking for, you\u2019re taking their <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience\">customer experience<\/a> up quite a few notches. And whether it\u2019s B2C (business-to-consumer) or <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/b2b-customer-service\/\">B2B (business-to-business) customer service<\/a>, the better their customer experience is, the more likely they are to share the story with others\u2014both online and through word-of-mouth. Every time the story is shared, it\u2019s free marketing for your brand.<\/p>\n<p>Most of the time, customer service stories (and their cousins, <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-success-stories\/\">customer success stories<\/a>) are shared on social media\u2014Facebook, Twitter, Instagram. But there are plenty of other places online where people are talking about your brand that you might not come across as easily. Places like Reddit, personal blogs, and Quora, for example. (Phones are still a common channel for customers, but <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/online-customer-service\/\">online customer service<\/a> is quickly catching up.)<\/p>\n<p>We\u2019ve gone through and gathered a few stories of great customer service\u2014and what businesses can learn from them:<\/p>\n<ol class=\"table-of-content\">\n<li><a href=\"#Target employee helps teen tie a tie and prep for a job interview\">Target employee helps teen tie a tie and prep for a job interview<\/a><\/li>\n<li><a href=\"#Southwest Airlines rescues a forgotten bridesmaid dress\">Southwest Airlines rescues a forgotten bridesmaid dress<\/a><\/li>\n<li><a href=\"#Gaylord Opryland gives guest a hotel-exclusive clock radio\">Gaylord Opryland gives guest a hotel-exclusive clock radio<\/a><\/li>\n<li><a href=\"#Sainsbury\u2019s takes advice from a three-year-old\">Sainsbury\u2019s takes advice from a three-year-old<\/a><\/li>\n<li><a href=\"#H&amp;M employee creates a makeshift prayer room\">H&amp;M employee creates a makeshift prayer room<\/a><\/li>\n<li><a href=\"#Morton\u2019s delivers a surprise steak\">Morton\u2019s delivers a surprise steak<\/a><\/li>\n<\/ol>\n<p>Let\u2019s get into what great customer service stories look like.<\/p>\n<hr \/>\n<p class=\"p1\">How customer-obsessed is your business? Take the quiz. \ud83d\udc9a<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/quiz_how_customer_obsessed_your_business.pdf\" data-id=\"69d65f97c2905\" id=\"69d65f97c2905\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d65f97c2905.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83c\udf1f Want to provide better customer service?<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 Ready to see how your business stacks up? <\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Take the quiz\">Take the quiz<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d65f97c2905.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy the quiz! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<p><a name=\"Target employee helps teen tie a tie and prep for a job interview\"><\/a><\/p>\n<h2>1. Target employee helps teen tie a tie and prep for a job interview<\/h2>\n<p>We can all remember how nerve-racking our first few job interviews were. One teen in Raleigh, North Carolina<sup>1<\/sup> wanted to make sure he made the best first impression possible.<\/p>\n<p>Before his job interview, he stopped by Target to pick up a clip-on tie. He asked an employee for help, but it turned out that the store only sold regular ties.<\/p>\n<p>Rather than leave it at that, the employee offered to show the young man how to tie a tie. From there, they practiced a few handshakes and went over some mock interview questions.<\/p>\n<p>When the teen went to leave the store, he was met with supportive cheers from other Target employees.<\/p>\n<p>A shopper named Audrey saw their exchange and snapped a quick photo, later posting it on Facebook.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-6324 \" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image4-123.png\" alt=\"\" width=\"395\" height=\"528\" \/><\/p>\n<p>People were touched by the story. A customer who had been in the store at the time commented on the photo, \u201cThis picture cannot convey the warmth and kindness in their voices as they worked with him.\u201d<\/p>\n<p>It clearly resonated with a lot of people\u2014the Facebook post has over 54,000 likes and almost 5,000 shares.<\/p>\n<p><i>\u200b<\/i>[ebook-download title=&#8221;How customer-obsessed is your business?&#8221; link=&#8221;https:\/\/netstorage.ringcentral.com\/documents\/quiz_how_customer_obsessed_your_business.pdf&#8221; cta-text=&#8221;Take the quiz&#8221; src=&#8221;&#8221;]<\/p>\n<h3>The takeaway<\/h3>\n<p>Hire people who have not only good <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-skills\/\">customer service skills<\/a>, but also the kinds of qualities you\u2019d like to represent your company and your brand. The Target employee could have easily just helped the teen by taking him to the tie section and left it at that. And that would have been perfectly <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/what-is-good-customer-service\/\">good customer service<\/a>.<\/p>\n<p>Instead, he took the extra time to go beyond what was being asked of him. Not only did he (and the other supportive employees) make this young man\u2019s day, he made Target look good.<br \/>\n<a name=\"Southwest Airlines rescues a forgotten bridesmaid dress\"><\/a><\/p>\n<h2>2. Southwest Airlines rescues a forgotten bridesmaid dress<\/h2>\n<p>Imagine you just landed in Costa Rica for your sister\u2019s wedding, excited to celebrate the big day as a bridesmaid. But then you realize you forgot your bridesmaid dress back home in Texas!<\/p>\n<p>That\u2019s what happened to Grayleigh Oppermann.<sup>2<\/sup><\/p>\n<p>Understandably, she began to panic and reached out to her friends Rachel and Taylor to see if they could help her ship the dress over in time for the wedding.<\/p>\n<p>First, Rachel went to FedEx but they told her they wouldn\u2019t be able to get the dress to Costa Rica before the wedding due to customs. So, she turned to Facebook. She posted in a local Facebook group to see if anyone was traveling to Costa Rica soon and could take the dress along with them. No luck there either.<\/p>\n<p>As a last resort, Taylor reached out to Southwest Airlines on Twitter after seeing they had a flight to Costa Rica the next morning. She tweeted pleading for help, throwing in #WorthATry for good measure.<\/p>\n<p>And it worked!<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-6325 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2-156.png\" alt=\"\" width=\"695\" height=\"394\" \/><\/p>\n<p>The next morning, Taylor met up with a representative from Southwest Airlines for the dress handover. From that point on, the airline kept everyone updated every step of the way:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-6326 \" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image13-22-641x1024.png\" alt=\"\" width=\"559\" height=\"893\" \/><\/p>\n<p>They even added a dress tracker so that Grayleigh, the bride, and everyone else could follow along:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-6327 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image5-100-575x1024.png\" alt=\"\" width=\"575\" height=\"1024\" \/><\/p>\n<p>Southwest even added a special flight tag in their system\u2014#RescueTheDress.<\/p>\n<p>When the flight landed, Grayleigh was finally reunited with her dress:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-6328 \" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image11-28-1024x1019.png\" alt=\"\" width=\"645\" height=\"642\" \/><\/p>\n<p>What a relief! Southwest really did save the day.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-6329 \" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image18-597x1024.jpg\" alt=\"Grayleigh in her bridesmaid dress with her sister, the bride\" width=\"425\" height=\"729\" \/><\/p>\n<h3>The takeaway<\/h3>\n<p>The best <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-teamwork\/\">customer service teamwork<\/a> happens across departments and works even if you have a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/remote-support-team\/\">remote support team<\/a>\u2014and this story is a great example of that. To save the day, <i>multiple<\/i> teams at Southwest Airlines had to be able to communicate effectively and efficiently, including the social media team, the customer service managers, the cabin crew, and the flight operators. They put <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/communication-channels\/\">communication channels<\/a> and processes in place (and it helps too to have good <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-apps\/\">customer service apps<\/a>) to keep everyone connected, so that when something does suddenly happen, everyone is ready to go.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>Pro-tip:<\/b><\/div>\n<p>A collaboration-focused <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/communication-tools\/\">communication tool<\/a> like <a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/collaborative.html\">RingCentral<\/a> can come in handy here to help your team communicate with each other in real time. You can be on a call while messaging another team member and file sharing, all in one place:<\/p>\n<p><a name=\"Gaylord Opryland gives guest a hotel-exclusive clock radio\"><\/a><\/p>\n<\/div>\n<h2>3. Gaylord Opryland gives guest a hotel-exclusive clock radio<\/h2>\n<p>Christina McMenemy had stayed at the Gaylord Opryland resort three years in a row<sup>3<\/sup> for the annual BlissDom conference.<\/p>\n<p>On her first visit, she noticed lovely, relaxing music playing in her hotel room when she first walked in. It sounded like something you\u2019d hear in a high-end spa. She realized it was coming from the clock radio that doubled as a sound machine.<\/p>\n<p>Throughout the weekend, Christina noticed how relaxed she felt when the music was playing. It was the best sleep she\u2019d had in ages!<\/p>\n<p>She loved that clock radio. So before she checked out, she asked the hotel where she could buy one for herself.<\/p>\n<p>Unfortunately the hotel didn\u2019t sell them, but they gave her the model number and said she could find one in any store. She took that model number from store to store for two years but could never find one that had the spa sounds. It was looking like the clock radio she wanted was a hotel-exclusive.<\/p>\n<p>During her third stay at the resort, Christina had just about given up hope but decided to try her luck on Twitter. Here\u2019s how it went:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-medium wp-image-6330\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image14-20.png\" alt=\"\" width=\"695\" height=\"202\" \/><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-medium wp-image-6331\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image12-27.png\" alt=\"\" width=\"695\" height=\"230\" \/><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-medium wp-image-6332\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image16-10.png\" alt=\"\" width=\"695\" height=\"231\" \/><\/p>\n<p>So that was that. Christina had officially given up.<\/p>\n<p>She spent the evening at the conference closing party and came back to her room for the night. To her surprise, she found a second clock radio sitting on the dresser and an envelope with her name on it:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-6333\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image17-1.jpg\" alt=\"\" width=\"591\" height=\"290\" \/><\/p>\n<p>\u201c<i>Christina, Thank you for following us on Twitter. We hope you enjoy these spa sounds at home. If you need anything, please let us know. Sincerely, Elizabeth, Nick &amp; Tori.<\/i>\u201d<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-6334\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image3.jpg\" alt=\"\" width=\"265\" height=\"265\" \/><\/p>\n<p>Needless to say, Christina was very excited and appreciated the resort\u2019s kind gesture. \u201cYou reaffirmed that there are still companies out there focused on great service, and you\u2019ve made a lifelong fan out of me. And you\u2019re now helping me get some of the best sleep possible, year-round, which any mother will tell you is a feat worthy of high praise.\u201d<\/p>\n<h3>The takeaway<\/h3>\n<p>Going \u201cabove and beyond\u201d for your customers is a commonly discussed <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-best-practices\/\">customer service best practice<\/a>\u2014and a great way to increase your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-retention\/\">customer retention<\/a>. Why is that important? Because improving your customer retention can directly impact your bottom line in a very positive way. One study showed that just a 5% improvement in customer retention can actually bump profits up by a whopping 25%.<sup>4<\/sup><\/p>\n<p>And if you\u2019re serious about customer retention, you\u2019ll want to keep track of your customer\u2019s relationship with your business. This means having all their relevant details in one place that anyone on your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-vs-customer-support\/\">customer service<\/a> team can access.<\/p>\n<p>For example, <a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html#ring-cc\">RingCentral\u2019s identity merge<\/a> tool gives you a complete picture of your customer based on their previous interactions with your team. That way, whoever is helping out the customer at any given moment can pull up the customer\u2019s full history and provide a more personalized experience:<\/p>\n<p>Gaylord Opryland recognized a valuable opportunity to turn a longtime customer into a customer for life. And they looked great in the process.<\/p>\n<div class=\"box\">LEARN MORE: <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-tips\/\">8 Actionable Customer Service Tips to Start Applying to Your Business<\/a><\/div>\n<p><a name=\"Sainsbury\u2019s takes advice from a three-year-old\"><\/a><\/p>\n<h2>4. Sainsbury\u2019s takes advice from a three-year-old<\/h2>\n<p>Sainsbury&#8217;s is the go-to supermarket for many families in the United Kingdom. Little Lily Robinson is a part of one of those families, and one day, she had a suggestion to share.<sup>5<\/sup><\/p>\n<p>The three-year-old (well, three and a half to be exact) wrote a letter to the supermarket chain asking them why their patterned loaf is called tiger bread when it should be called giraffe bread.<\/p>\n<p>Sainsbury&#8217;s customer manager, Chris King, loved Lily\u2019s idea and wrote back. \u201cRenaming tiger bread giraffe bread is a brilliant idea\u2014it looks much more like the blotches of a giraffe than the stripes on a tiger, doesn\u2019t it?\u201d<\/p>\n<p>He went on to explain how the loaf got its name, saying \u201cIt is called tiger bread because the first baker who made it a looong time ago thought it looked stripey like a tiger. Maybe they were a bit silly.\u201d<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-6341\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image10.jpg\" alt=\"\" width=\"624\" height=\"351\" \/><\/p>\n<p>He included a \u00a33 gift card and signed the letter \u201cChris King (age 27 &amp; \u2153).\u201d<\/p>\n<p>The heartwarming exchange began trending on Twitter. People were talking about it, but like most of these stories, it eventually died down.<\/p>\n<p>About seven months later, the story re-emerged after it was shared on Facebook, Twitter, and multiple blogs. It was then that Sainbury\u2019s was bombarded with messages from people telling them how much they liked Lily\u2019s idea. And Sainsbury\u2019s listened.<\/p>\n<p>\u201cIn response to overwhelming <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-feedback\/\">customer feedback<\/a> that our tiger bread has more resemblance to a giraffe, from today we will be changing our tiger bread to giraffe bread and seeing how that goes,\u201d the supermarket said:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-6342\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image6-3.jpg\" alt=\"\" width=\"468\" height=\"286\" \/><\/p>\n<p>Now that\u2019s a great example of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-collaboration\/\">customer collaboration<\/a>.<\/p>\n<h3>The takeaway<\/h3>\n<p>It\u2019s hard not to love this story. Why?<\/p>\n<p>Chris King really connected with the customer\u2014in this case, little Lily. Their exchange of letters was more than a service interaction between a company and its customer. It was two people sharing a human moment where they discussed animal prints on a loaf of bread.<\/p>\n<p>This is a perfect example of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/why-is-customer-service-important\/\">why customer service is so important<\/a>\u2014and what people mean when they say \u201ctreat your customers like people first.\u201d<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>Pro-tip:<\/b><\/div>\n<p>We\u2019d venture to say that you should give your employees the freedom to be people first, too.<\/p>\n<\/div>\n<p>As a byproduct, Chris helped Sainsbury\u2019s, a massive supermarket chain, look friendly and approachable. And they built upon that even further when they actually changed the name of the bread. They proved that they actually do listen to their customers.<\/p>\n<p>It might seem trivial because it was just the name of a bread loaf, but little things like that can make a major impact when it comes to how people perceive your brand and what they associate you with.<br \/>\n<a name=\"H&amp;M employee creates a makeshift prayer room\"><\/a><\/p>\n<h2>5. H&amp;M employee creates a makeshift prayer room<\/h2>\n<p>In a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-vs-customer-experience\/\">customer service<\/a> appreciation post on Reddit<sup>6<\/sup>, one user shared a touching story about a time when they were shopping with a Muslim friend at H&amp;M in Indiana:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-medium wp-image-6343\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image9-41.png\" alt=\"\" width=\"695\" height=\"271\" \/><\/p>\n<p>They end the story appreciating the inclusive and positive nature of the team at H&amp;M.<\/p>\n<h3>The takeaway<\/h3>\n<p>Hire a diverse staff. It\u2019s clear from this story that these customers felt comfortable in their local H&amp;M because of the body-positive and diverse staff.<\/p>\n<p>A diverse staff is also more likely to understand customer needs. Whether that\u2019s finding the right pair of jeans for a short but curvy body or setting up a makeshift prayer room as a kind gesture. It makes for a better customer experience overall.<\/p>\n<p>At the same time, hiring a diverse staff shows your company\u2019s commitment to inclusivity. Even though appearances shouldn\u2019t be the main reason to do it, the reality is that it does make companies look better.<\/p>\n<p>But most importantly of all, you\u2019ll be giving opportunities to marginalized people, and that\u2019s always an all-around great thing.<br \/>\n<a name=\"Morton\u2019s delivers a surprise steak\"><\/a><\/p>\n<h2>6. Morton\u2019s delivers a surprise steak<\/h2>\n<p>As Peter Shankman<sup>7<\/sup> waited for his flight, he started to get hungrier and hungrier. He realized that if he didn\u2019t eat soon, he\u2019d be stuck hungry for the entire plane ride home.<\/p>\n<p>Not one for fast food, he tweeted to one of his favorite restaurants asking for a delivery as a joke. It was Morton\u2019s, his go-to steak spot:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-medium wp-image-6344\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-181.png\" alt=\"\" width=\"695\" height=\"165\" \/><\/p>\n<p>Peter was a longtime customer of Morton\u2019s and knew they didn\u2019t offer delivery. He really had no expectations when he sent the tweet\u2014it was just a bit of fun.<\/p>\n<p>A few hours later, he was stunned to see a man in a tuxedo walk up to him in the terminal holding a Morton\u2019s bag. Inside the bag was a 24 oz. Porterhouse steak, one order of Colossal Shrimp, a side of potatoes, Morton\u2019s signature bread, two napkins, and silverware.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-medium wp-image-6345\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image8-4.jpg\" alt=\"\" width=\"509\" height=\"400\" \/><\/p>\n<p>Once the shock wore off, Peter realized how much had gone into this delivery.<\/p>\n<p>\u201cMorton\u2019s Hackensack is 23.5 miles away from EWR, according to Google Maps. That meant that in just under three hours, someone at Morton\u2019s Corporate had to see my tweet, get authorization to do this stunt, get in touch with Morton\u2019s Hackensack, and place the order. Then Morton\u2019s Hackensack had to cook the order, get it boxed up, and get a server to get in his car, and drive to Newark Airport (never an easy task, no matter where you\u2019re coming from) then, (and this is the part the continues to blow me away,) while all this was happening, track down my flight, where I was landing, and be there when I walked out of security!\u201d<\/p>\n<p>We\u2019re willing to bet it was the tastiest steak Peter had ever had.<\/p>\n<h3>The takeaway<\/h3>\n<p>You might not be able to go above and beyond for every customer request your company receives, but that doesn\u2019t mean you shouldn\u2019t do it at all. Even though Morton\u2019s doesn\u2019t offer delivery, they saw a valuable opportunity to make an impact.<\/p>\n<p>Morton\u2019s strengthened their relationship with an existing customer, went <i>way <\/i>beyond their <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-expectations\/\">customer\u2019s expectations<\/a>, making it more likely that he\u2019d continue to order from them. In the same move, they made a positive splash as word of the story spread. People who had never heard of Morton\u2019s before knew about it. And we\u2019d bet some of them probably stopped by for a steak of their own.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>Pro-tip<\/b>:<\/div>\n<p>It\u2019s easy to miss tweets, posts, comments, and messages that come through online when your company has multiple public-facing communication channels. It can definitely get a bit messy. That\u2019s why it\u2019s best to have all your customer communications in one organized place. Something like <a href=\"https:\/\/www.ringcentral.com\/engage\/channels.html\">RingCentral Engage Digital<\/a>\u2122 can be a game-changer when it comes to connecting quickly and easily with customers across all your digital channels.<\/p>\n<\/div>\n<h2>Want great customer service stories for your business? Treat your customers like people<\/h2>\n<p>In each of these stories, companies and employees took a good customer service experience and turned it into a great one.<\/p>\n<p>All they had to do was remember that ultimately they are people helping out other people. You don\u2019t need a huge budget or a big team either. Many of these customer service stories weren\u2019t that expensive\u2014it just involved a bit of thoughtfulness, a certain degree of autonomy granted to an employee, and sometimes a postage stamp.<\/p>\n<p>What kind of great customer service stories do you want your business to be known for?<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<div style=\"font-size: 14px;\">\n<p><sup>1<\/sup> usatoday.com\/story\/news\/nation-now\/2015\/02\/06\/north-carolina-target-tie-worker\/22971617\/<\/p>\n<p><sup>2<\/sup> today.com\/style\/southwest-airlines-rescues-forgotten-bridesmaid-dress-saves-day-t149743<\/p>\n<p><sup>3<\/sup> amommystory.com\/2012\/03\/a-crazy-example-of-great-service.html<\/p>\n<p><sup>4<\/sup> media.bain.com\/Images\/BB_Prescription_cutting_costs.pdf<\/p>\n<p><sup>5<\/sup> bbc.com\/news\/business-16812545<\/p>\n<p><sup>6<\/sup> reddit.com\/r\/femalefashionadvice\/comments\/afmpt2\/appreciation_post_best_customer_service\/<\/p>\n<p><sup>7<\/sup> huffpost.com\/entry\/peter-shankman-mortons-steak-tweet_n_930744<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>For most people, good customer service is an expectation. At the bare minimum, customers expect their questions to be answered and any issues to be resolved quickly. That\u2019s the default. When you meet these expectations as a business, you\u2019re providing good customer service, sure, but it\u2019s nothing to really write home about. It won\u2019t make &#8230;<\/p>\n","protected":false},"author":1145,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,18390,4],"tags":[2074,402,18184,12162,15541],"class_list":["post-42275","post","type-post","status-publish","format-standard","hentry","category-business-leadership","category-communication-and-collaboration","category-customer-experience","tag-case-studies","tag-customer-service","tag-customer-service-stories","tag-customer-stories","tag-cx"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>6 great customer service stories: how to turn good to great | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Learn about 6 great customer service stories and what your business can take away from each one.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/great-customer-service-stories\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"6 great customer service stories: how to turn good to great\" \/>\n<meta property=\"og:description\" content=\"Learn about 6 great customer service stories and what your business can take away from each one.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/great-customer-service-stories\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2020-04-16T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-13T13:27:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/web_home_HOME_def.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Andy Watson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Andy Watson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"15 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/great-customer-service-stories\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/great-customer-service-stories\/\"},\"author\":{\"name\":\"Andy Watson\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/1a877c7671d104daf3c234354412c9bf\"},\"headline\":\"6 great customer service stories: how to turn good to great\",\"datePublished\":\"2020-04-16T00:00:00+00:00\",\"dateModified\":\"2025-03-13T13:27:23+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/great-customer-service-stories\/\"},\"wordCount\":3067,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"keywords\":[\"case studies\",\"customer service\",\"customer service stories\",\"customer stories\",\"CX\"],\"articleSection\":[\"Business &amp; 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