Patagonia rising above the norm!
A person doesn’t have to be in a customer service role to make an impact. Customer service is an art form that is essential to any role within an organization. I recently had an experience that I consider artistry. Art isn’t just a painting, drawing or sculpture but an act that creates a mindset or change for another person.
A public relations contact, Jess, from Patagonia is an artist. She impacted me by doing something not expected and certainly not a responsibility within her Public Relations role. She had been told about a ski accident I was involved in and how I was bummed about my 10 year old, go to Patagonia vest, that had to be cut off my body by ski patrol….along with a new jacket. She acted on an emotion and outside of her job description and sent me a brand new vest. This is a great example of someone demonstrating amazing customer service.
More organizations need people that think outside of their roles to exceed customer expectations! I was already a fan of Patagonia for many reasons beyond their clothing but that was solidified forever by one act of superior customer service!