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Cognitive Computing Authors: Pat Romanski, Liz McMillan, Rajeev Kozhikkattuthodi, Yeshim Deniz, Elizabeth White

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One Sweet Story About Customer Service…

This story is too…well, sweet…if you’ll pardon the pun.

(And big thanks to Dwight Lamb for sending it my way.)

Jia Jiang decided to work on his fear of rejection by making at least one outrageous request a day — asking for things he was certain would be refused — and post on his blog, “100 Days of Rejection Therapy.”

However, upon only his third day of the project, Jiang entered a Krispy Kreme in Austin, Texas — where he encountered shift leader Jackie Braun. Without her knowledge of his effort or his blog, Jiang asked her if Krispy Kreme would create a special order for him — five doughnuts linked together like the Olympic rings, with each of the pastries matching the specific color and position on the logo.

And, he told her he needed it in fifteen minutes.

“I was honestly just hoping for a ‘no’ and to go home,” Jiang told Yahoo News in an interview last Monday.

Fifteen minutes later, Braun emerged from the back with five interlocked doughnuts, looking much like the famed Olympic rings.

However, she wouldn’t charge Jiang for his order! “It wasn’t exactly what he wanted,” Braun told Yahoo News. “To my eyes, it wasn’t perfect, so I didn’t think I should charge him for it. It was the best I could do in the time allotted.”

Why did Jackie Braun go to such extraordinary lengths?

Her answer was simple: “We’re here to make people happy.”

Two questions for you –


#1) How would you — or your colleagues — have responded to such an unusual request by a customer?

#2) If one of your team would have responded in the manner of Jackie Braun…would you have been thrilled that she went to such extraordinary lengths…or, would you have considered her efforts to have been a waste of time for a single order?

Your answers may reflect upon why you have the level of customer loyalty you do…or do not.

Read the original blog entry...

More Stories By Scott McKain

Scott McKain is a business leader, bestselling author, and Hall of Fame professional speaker.
Scott's latest book, "The Collapse of Distinction: Stand Out and Move Up While Your Competition Fails" reached the #1 spot on Amazon.com list of Customer Service Bestsellers! He is the author of two #1 additional business bestsellers (Amazon.com & 800-CEO-READ): "What Customers REALLY Want" (currently available in trade paperback) and "ALL Business is Show Business."
He is the Co-founder and Principal of The Value Added Institute, a think-tank that examines the role of the customer experience in creating significant advances in the level of client loyalty, and has appeared on multiple occasions as a commentator and analyst on FOX News Channel. His platform presentations have run the gamut from the White House lawn with the President in the audience carried live on CNN and NBC's "Today" show...to a remote outpost near the Amazon...all 50 states, seven Canadian provinces...and from Singapore to Sweden...Mexico to Morocco.
An inductee into the Professional Speakers Hall of Fame, he is also a member of "Speakers Roundtable" -- an elite, invitation-only group of twenty of the world's top business speakers.

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