I have returned items to Zappos, CB2 and REI in the past month.  These were items that either did not meet my need or in one case was a warranty issue.  Each return was efficient, orderly, informative and memorable.  The clear question from each vendor is “how many we help you?”

I find these experiences to be a great reminder of how the social sector needs to consider the service of its customers, members and fans.  Where there is a problem there is an opportunity to be memorable for your willingness to address the issue and take appropriate actions.  I am not sure what credit a team member at a Four Season hotel has when removing an objectionable item off a folio at checkout but rumor has it that they have a significant autonomy.  There is no need to see the manger when the employee you are speaking with has the latitude to solve the problem.

This does not discount the important of a Board Chair or CEO following-up with a phone call.  But isn’t is easier to ask, “I hope everything met your satisfaction in this matter?”  The alternative is, “I see you have spoken to two of our staff members with no resolution, what can I do?”  Two different philosophies and the impacts.