In this type of service oriented industry, we all talk about going the extra mile for our clients. What we don’t talk about is how we find the chance to practice or where to spot the opportunity. One instance of this happened when I was walking a tradeshow before it opened with my co-worker. He pointed out a display that was having a little problem. To be specific, the end caps weren’t attached any where but the top, so the length of each billowed out on either side, and there were no lights to show off their graphics. We introduced ourselves and explained that tradeshow booths were our business and asked if we could help adjust their display. They enthusiastically agreed and we set to work realigning the end caps and adjusting the curve of the frame. Thankfully, my co-worker does repairs and was familiar with how this system worked and was able to trouble shoot faster than I could have. Once we got the end caps secured, we mentioned to them that lighting might be a good thing to look into purchasing. They then produced lights, admitting they were unable to figure out how to put the lights on the display. I recognized the style and knew immediately how it would fit into the scissor bar at the top. We put them up, found an extra power strip from show management, and got them all plugged in and lit up.
The difference was obvious, and this exhibitor was very grateful. We left our cards in case they had any other problems and returned to our booth. What was amazing about this was that they were not a client of ours. We didn’t get paid to do this, didn’t get recognition, and didn’t get a sale out of this group. We saw a need, helped where we could, and made their day a little better. There was a risk that our offer of help would have been rejected and the exhibitor offended that we questioned their ability to install their display, but we approached in such a way that it was clear we only wanted to help make their show a success. That is what customer service is all about to me; being aware of people in need, always being in the service minded heart to everyone, never expecting anything back. We need to go into a situations looking to offer our knowledge and assistance humbly so no one feels embarrassed or patronized.
On a side note, we did get free t-shirts, which both of us still wear. It’s always an extra bonus when you get a free t-shirt.
