Eddie from Comcast came out to fix an issue I was having with our cable service. Ugh, right? No, not in this case. Eddie arrived at 6:00 pm, on schedule per the set appointment time. He then proceeded to test and replace every component of the system to determine why the TV signal was scrambling and dropping audio. He called in specialists for advice. After 15 minutes of the signal coming through just fine, we claimed success only to be thwarted by another signal distortion. He worked until 9:00 pm trying to solve the problem…all of this on the day of his wife’s birthday. She thought he would be home hours earlier.
He didn’t do this because he had to, he did it because he wanted to make it right for the customer. Eddie’s job isn’t marketing; however, guess what? He helped change the image and the perception of his company with at least one customer in his efforts. It doesn’t matter if you’re in sales, marketing, product development, customer service, or accounting – everything you do will impact the customer experience, for good or bad. Everyone’s job is marketing.