A Little Card with a Big Impact

Scott Brighton is one of our MH Field Service Technicians in Idaho Falls. He was on a call for a 16 month-old Yale electric pallet jack which indicated it needed a charge despite having new batteries and a charger that registered as running. As Scott investigated further, he discovered the charger was not charging to the necessary voltage.

After replacing the charger, the customer expressed his dissatisfaction with having to replace such a new charger. In true Silver Service® action, Scott asked, “What will make you happy?”

The customer replied, “I would like to not have to pay for the charger but I don’t want to get you in trouble.”

Scott then pulled out his Policy Book and let the customer read it. He asked again, “What will make you happy?”

The customer smiled and said, “I would like to not pay for the charger.”

Scott finished with, “I will take care of it.” They then shook hands and parted ways.

Never underestimate the big power of the little card we call our Policy Book. And for all our associates, if you’ve forgotten – please be sure to have one on you at all times! It’s sure to bring smiles and satisfied customers each time you use it.