Delighted by Dell

I order a new laptop a few weeks ago and the day it arrived I could hardly contain my excitement! It's been so long since I've had a new computer that I had forgotten what a pain they are to configure, and all the things you take for granted every day (like email addresses that auto fill)!

I had a few hiccups in getting everything set up, but what truly brought me to my knees was that I couldn't PRINT! I did everything I could think of before calling Dell customer support, truly not expecting much in the way of "support." Boy, was I wrong. Jason could not have been more courteous or helpful. It took a few remote sessions over a few days and several technicians to figure it out, but today...I can print!

What Dell (and Jason) did right:

1. Dell hired a great guy with a stellar personality to work with their business clients.

2. Jason took a genuine interest in my problem and took it on as his own.

3. He sent me a personal email with his contact information so we could stay connected throughout the process.

4. He followed up when he said he would. He didn't always have the answer, but I always had an update and knew where we stood.

5. Jason took great notes so that when he was out of the office, a colleague picked up right where he left off and my problem was not put on a shelf.

What started out to be a nightmare in my business will result in a repeat customer for Dell. We can all provide these experiences for our clients. Hire the right people for the job, listen, communicate, follow-up, and document.

If you are a manager or business owner and you're concerned about your team's ability to execute like Dell: invest in your people! Send them to training or bring it in-house. It may cost a little more up front, but imagine the cost of NOT training them in lost business.

Hats off to you, Dell. And thanks for a great customer experience.