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Today is Thanksgiving and within a few hours people will be streaming into my house to enjoy their share of turkey and the trimmings and pumpkin pie.
It's my job to cook this feast, or should I say to re-cook it, because for the last several years I've purchased a packaged meal from a local market. They assemble the sides and pre-cook the bird, leaving only the heating-up and serving functions to me.
Because I'm not that great in a kitchen, it's a small challenge for me to get it all together and to present it on time, to guests.
But this year was more daunting.
Yesterday, I flew back from Brazil after delivering a new sales management seminar there, and I was bushed. All I could bring myself to do was dial the phone to reserve the packaged dinner, but then I was told they were sold out.
Still, Tom, the fellow I had on the line, tried to accommodate me.
"I think we may have had a cancellation or two," he said cheerfully. "I'm going to transfer you to Mary who'll know, because she handles these dinners for us."
A few seconds later, "Mary!" announced her name with a military snap.
"Hi Mary, Tom mentioned you might have a turkey dinner for me."
"Nope, we're sold out. I don't know where he got THAT idea," she added, in obvious perturbation that he might be invading her turf.
"Are there any available at other stores, or online?" I hoped.
"No, they're all gone," she barked.
"Well, maybe you could check with Tom because he might know something you don't," I countered, trying with my tone to not make this last gasp suggestion sound offensive.
"Just a minute," she commanded, and the next voice I heard was Tom's.
I repeated what she said and asked him the same question. He took a minute to explain how their system calculates the amount to order, and then he interrupted himself.
"Maybe our Pass Avenue store has one left. Do you want me to call over for you?" he offered.
"That would be great."
"I called him back two minutes later and he said, "They have two left. Call Jose and I suggest you pick it up right away" he added.
I did it, and we're going to be extending the national tradition yet one more year.
Thanks, really to Tom, who when it comes to customer service, is certainly no turkey.
Best-selling author of 12 books and more than 1,000 articles, Dr. Gary S. Goodman is considered "The Gold Standard" in sales development, customer service, and telephone effectiveness. Top-rated as a speaker, seminar leader, and consultant, his clients extend across the globe and the organizational spectrum, from the Fortune 1000 to small businesses. He can be reached at: gary@customersatisfaction.com.
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