My personal philosophy is used in my business practice.
Sam’s Club’s Experience Example:
A few years ago ,I decided to purchase a HDTV for the first time. What was the best HDTV technology for me at that time? I want to be an educated consumer ,to make ,the best choice ,so I went online and found that DLP technology ,would best suit my needs and budget. I then went to the local electronics stores and compared their various HDTV models. I decided Sam’s Club, offered best value, so the night before ,I went back online to Samsung’s website to research that particular model. Low and behold, Sam’s club was selling to me, a much older model HDTV, than their local competitor’s for approximately, the same price. I was in disbelief, hurt and a temporary lack of trust in Sam’s, to do the right thing for their customer’s.
I went back to their local store manager and complained about it and he said he would contact his regional supervisor, about my issue and he would contact me. I knew the problem was nationwide and going through the chain of command was a waste of my time and effort, to rectify this problem and protect their other customers nationwide, from being mislead. by in store and online ,incorrect product description, done by mistake.
I e-mailed Doug McMilon, then President & CEO, since then promoted. I explained the problem to him and attached backup documentation, to support my allegations. I was hoping someone high up at Sam’s Club, would respond to my email. To my surprise and shock, Doug e-mailed me back personally, within 2 hrs. and said, he would get right on top of this issue and be in contact. Within 1 hour, the VP of Sam’s electronics called me and said, he was looking into issue right now. Thirty minutes latter, Samsung’s national executive in charge of sales called and apologized.
Sam’s Club realized an accident ,was made and they pulled all of those TV’s off shelves nationwide and removed incorrect information off of website ,within 48 hour. Doug contacted me again and said he was sorry, for mistake. He asked me, what Sam’s Club could do for me ,for bringing this issue to his attention. I said, I want nothing for myself (including HDTV) and told him, he did the right thing, for his customers, including myself. I continue going to Sam’s club weekly. Doug, told me to contact again ,If I needed his help in the future.
I give my individual customers, with individual health plans, the same personalized time and effort, to resolve any problem, they have, that cannot be resolved at any insurance company customer service dept. or claims dept. after the sale. If my customer is right about problem, I will go to the highest management level necessary, of any insurance company, to resolve problem in customers favor. Having a proven track record of going, the extra mile for customers, results in greater customer satisfaction, longer retention and customer referrals in the future. Treating one individual, the same as small business, with 6 employees is one key to success!!
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