When Someone Goes Beyond Courtesy to Kindness….
Yesterday was a busy day. I had a customer to meet to deliver two custom hats for. It was actually a bit of a drive for me. He was a return customer, though, and for that thanks, I was happy to meet him closer to his home. And I knew he was studying for finals all day as well, so it’d be hard for him to take off a lot of time just to pick up his order. Dear hubby kept the kids so I could take care of business. And besides, it gave me an excuse to go by Central Market.
When I got to the Starbucks we were to meet at, my customer was nowhere to be found and I hadn’t realized my cell phone was dead. To make matters worse, the cigarette lighter in my car is broken. (And I mean broken.) So there’s no way to charge my phone on the run.
So I talked to an employee at Starbucks to see if there was a phone I could borrow. He said they didn’t have a public phone, but to check out the AT&T store.
When I walked in to AT&T Mobility, down on the corner of 45th and Lamar, a sales support rep named Sajid Sanchez was there to greet me immediately. I explained that the folks at the coffee shop had sent me over to see if I could borrow a phone. He immediately said, “Sure! Use any demo phone on the walls.” I was grateful. Especially since I’d just realized that my customer’s number was actually a long distance number. Never matters on my cell phone, but would have mattered had I borrow a land line.
I managed to make my call. My customer was so busy studying that he forgot the time and said he’d be right over in a few minutes. I hung up relieved that I hadn’t driven 30 minutes just to turn around and go back home.
I thanked Mr. Sanchez for the loan of the phone and explained that I really did appreciate it since I was due to meet a customer and my own cell phone was dead. “Well,” he said, “What kind of phone is it? Perhaps we can charge it up for you here.”
I hesitated, wondering if this would turn into a hard sell to buy an AT&T phone. “Well,” I said, “It’s a Sprint phone….”
And that’s where Mr. Sanchez surprised me. “No matter, let’s see if we can try charging it anyway,” he said.
Mr. Sanchez proceeded to try several jacks around the store. Then he even raided through a box of oddball chargers they had stored away in a closet, trying out each one, looking to see if one of them might help charge up my phone a bit so I’d have a little juice at least for a little while. He was very polite and professional and not once did he say anything about buying a phone or switching my service.
In the end, there wasn’t a charger he could find to help me, and I needed to get back to the coffee shop to meet my customer. But I appreciated, none-the-less, that he went above and beyond. And I really don’t think it had anything to do with the season either.
I wasn’t even an AT&T customer. I’ve never had any cell service other than Sprint. But here was someone, even in a sales environment where time really can be money, who stopped and offered the time to see if he could help me out. With no strings attached. That to me really stands out. That’s the way business is supposed to be. When you focus on helping others, the rest just falls into place. And as a small business owner who knows a little something about sales, I really appreciate it too. So I went back over, after making my delivery, and asked Sajid for his business card so I could blog about his customer service and share this story with you.
So folks, if you might be in the need for a new phone or service, perhaps you might want to talk to Sajid Sanchez over at AT&T Mobility on the corner of 45th and Lamar in Austin, TX. I was very impressed with his professionalism and I’m sure you will be too. The main number there is: 512.879.8156.
Oh and hey, if you do decide to call or come by and check them out, please tell them that you read my blog post about Mr. Sanchez. I think his superiors ought to know they have a valuable employee. It would be a wonderful gift to him if you said a kind word on his behalf too.
So thanks again Mr. Sanchez – and Merry Christmas!