So you think your business has good customer service?
Do you serve your customers as well as Dave Grohl serves his?
Last month in Sweden, while playing the band’s 1997 hit “Monkey Wrench”, Foo Fighters leader Dave Grohl fell off the stage and broke his leg. It wasn’t a small break. Dave seriously smashed up his leg!
There was no question that Dave was going to have to get medical attention, and quickly. But there were tens of thousands of Foo Fighters fans who had paid good money to see their favorite band, and Dave wasn’t going to let them down. So he asked drummer Taylor Hawkins, an incredibly talented musician in his own right, to fill in while Dave got his leg looked at. Dave picked up the microphone as he lay in agony and spoke to the crowd…
Hey, ladies and gentlemen. I love you, but I think I just broke my leg. I really broke my leg. Right now, I’m gonna go to the hospital. I’m gonna fix my leg. But then I’m gonna come back, and we’re gonna play for you again. I’m so sorry. I’m so sorry.
And that’s exactly what happened.
An hour later, Dave Grohl was wheeled onto the stage in a wheelchair with his leg in a cast, and he picked up his guitar and performed the Queen/Bowie classic “Under Pressure” as a duet with Hawkins behind the drums.
The fans who were in Gothenburg, Sweden that night saw a performance they will never forget. Not a single fan, I guarantee you, went home unhappy. And yet the main attraction, Dave Grohl, wasn’t there for much of the show.
Here are four quick and powerful Dave Grohl lessons in customer service:
1. The customer matters most. Your personal pain and suffering don’t matter to them. They paid for an experience, and they deserve to get that experience and then some.
2. There is always a solution. Even in the worst of circumstances, there is always a way to make it right for the customer. Don’t stop until you’ve found it.
3. How you overcome obstacles will define you. Another flawless concert doesn’t make headlines around the world. Your customers will remember you for how you handled their situation when things didn’t go right, not for the ordinary transactions that go on without a glitch.
4. Customer service is teamwork. If Dave Grohl isn’t able to ask his extremely talented and capable drummer to fill in for him, he cannot leave for the hospital without cancelling the show. Because Dave Grohl has created a team, he can leave and know that the show is in good hands.
So how did Dave Grohl finish the show that night? He very appropriately sang “Best Of You” from his wheelchair, screaming the lyrics “I’ll never give in or refuse” with even more meaning.
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