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HR’s Job is to Help Employees Create Great Customer Experiences

HR’s Job is to Help Employees Create Great Customer Experiences

by Frank Roche on July 9, 2009

in Communication, Engagagement

brooks2Shawn, our art director at iFractal, picked up his custom shirt at Brooks Brothers in Philadelphia. When he brought it back to our office, it was noticeable that something had gone terribly wrong. It was Frankenshirt.

But this isn’t a story that complains about Brooks Brothers — quite the opposite, in fact. When Shawn took the shirt back to the store they immediately took care of it. Said they’d order him a new shirt. Took his measurements again. Shawn told them he didn’t want another shirt; he just wanted his money back.

“No, no,” said the Brooks Bothers manager. “We’ll refund your money, but we want to make this a positive experience.” They offered to make him another shirt for free.

And just like that, Brooks Brothers became a superstar. Shawn told all of us. And I’m telling you. Brooks Brothers has been in business for 191 years. In fact, they’re the oldest surviving men’s clothier in the United States. It would probably be easy for an iconic brand to ignore a single customer. Instead, they went above and beyond and provided exceptional customer service. I’m sure they have a customer for life.

What’s HR Got to Do with It?
People are your most important asset, right? They certainly are at Brooks Brothers. Sure, their clothing is fabulous. But making things right and giving employees the power, permission and protection to make great decisions — that’s what HR can provide. If your HR processes aren’t focused on getting it right for the customer every single time, you’re missing out. Great HR equals great business.

Sometimes giving someone the shirt off your back isn’t a bad business model.

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