I left my mobile telephone in a taxi and went sheepishly to buy a replacement. The people at the telephone company were patient as I selected a new mobile phone.

One week later I realized I had chosen a new model a bit too big for my liking. I tried to sell my (almost new) phone at a steep discount to someone else, but found no one eager to buy.

I called the telephone company to ask where people go to sell their mobile phones. The staff quickly offered to take back the (almost new) telephone and replace it with another model. I was amazed.

I was even more amazed by the service at the counter. The staff took back my (almost new) phone, batteries, charger and carrying case at full price value. They worked with me patiently for 40 minutes evaluating other phones of smaller size. Then they calculated that they still owed me $14 in the exchange. (I bought an extra battery to even things up.)

The phone company wasn’t always this way.

Then I recalled the recent arrival of a feisty competitor on the scene. To stay in business, the telephone company must keep customers happy. That means doing things differently and better than before.

Key Learning Point
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Vigorous competition may be the best thing that ever happened to customer service. It wakes people up and makes them serve you better.

Action Steps
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Welcome your competitors. They challenge you to upgrade and improve your service. This helps you stay alert, and keeps your customers happy.

Ron Kaufman is an internationally acclaimed educator and motivator for partnerships and quality customer service. He is author of the bestselling "UP Your Service!" and founder of "UP Your Service College". Visit www.UpYourService.com for more such Customer Service articles, subscribe to his Newsletter, or to buy his bestselling Books, Videos, Audio CDs on Customer Service from his secure Online Store. You can also watch Ron live or listen to him at www.RonKaufman.com.

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