This week I was blown away when Sam's Club called warning me to avoid consuming the spinach we recently purchased because of E. coli concerns.  WHAT?  That's right; I received a call from a big box retailer warning me of possible danger.  I am blown away by this.  What an amazing step toward outstanding customer service.  Do I appreciate this?  Yes, very much.  Would I expect it from a huge retailer?  No way.  However, knowing they are on their game inspires me to purchase even more products at Sam's Club. 

Thinking about this caused me to reflect on vehicle manufacturer recalls.  Sure, the OEM will mail something to consumers about a potential hazard, but are dealerships picking up the phone?  GM dealers have it made as OnStar will notify them of recalls that need attention.  Even so, what are dealerships doing with these notifications?  My guess is that many are ignored.  Consider the consequences of neglecting these warning sent out by the manufacturer.  Ask your team if they would like to know about a potential threat to safety or function of their personal vehicle.

Customer service is about exceeding expectations.  Ponder inspecting your service leads today to ensure they are being properly follow up in a timely manner.